A review of service excellence models
The fundamental objective of this paper is to critically examine the different service excellence models and to identify the existing gaps within the context of these models through critically analysing the literature in order to provide the basis for future research.The paper highlighted on the cri...
Saved in:
| Main Authors: | , , |
|---|---|
| Format: | Conference or Workshop Item |
| Published: |
2013
|
| Subjects: | |
| Online Access: | http://eprints.uthm.edu.my/5033/ http://eprints.uthm.edu.my/5033/1/A_Review_of_Service_Excellence_Models.pdf |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| Summary: | The fundamental objective of this paper is to critically examine the different service excellence models
and to identify the existing gaps within the context of these models through critically analysing the
literature in order to provide the basis for future research.The paper highlighted on the critical analysis
of different service excellence models. The models were analysed in other to establish a relationship
between them with a view to provide a basis for prospective researchers. The review of several service
excellence models shows that service excellence delivery relates to the outcome of the service
encounter and it is measurement depends on the standard of performance and level of satisfaction
received by the user.However, expectations is guided by the changing user needs, while value cocreation,
balancing innovation and commoditization dynamics and configuration of service system
resources affects service excellence.The research was established on critical review of the service
excellence models not on empirical grounds, the review highlight the link between the different
models.The paper explores the domain of service excellence which provides a unique area of research. |
|---|