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Technology’s Impact on the Gaps Model of Service …

Technology's Impact on the gaps Model of Service Quality Mary Jo Bitner W. P. Carey School of Business Arizona State University Valarie A. Zeithaml Kenan-Flagler School of Business University of North Carolina Dwayne D. Gremler College of Business Administration Bowling Green State University This chapter presents a foundational framework for Service science the gaps Model of Service Quality. For over two decades the Model has been used across industries and worldwide to help companies formulate strategies to deliver quality Service , to integrate customer focus across functions, and to provide a foundation for Service as a competitive strategy.

service management. Although the authors are marketing academics and the original publications appeared in marketing journals, their work has been widely

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