Online citations, reference lists, and bibliographies.
Referencing for people who value simplicity, privacy, and speed.
Get Citationsy
← Back to Search

Communication And Control Processes In The Delivery Of Service Quality

Valarie A. Zeithaml, Leonard L. Berry, A. Parasuraman

Save to my Library
Download PDF
Analyze on Scholarcy Visualize in Litmaps
Reduce the time it takes to create your bibliography by a factor of 10 by using the world’s favourite reference manager
Time to take this seriously.
Get Citationsy
Delivering consistently good service quality is difficult but profitable for service organizations. Understanding why it is so difficult and how it might be facilitated is the purpose of the article. The authors' intent is to identify a reasonably exhaustive set of factors potentially affecting the magnitude and direction of four gaps on the marketer's side of their service quality model. Most factors involve (1) communication and control processes implemented in service organizations to manage employees and (2) consequences of these processes, such as role clarity and role conflict of contact personnel. Literature from the marketing and organizational behavior fields on these topics is reviewed and integrated with qualitative data from an exploratory study. Discussion centers on insights that can be obtained from empirical testing of the extended model.