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- Title
A critical review of service excellence models: towards developing an integrated framework.
- Authors
Asif, Muhammad
- Abstract
Service excellence is increasingly being recognized as a critical factor for the success of a business. Notwithstanding its growing popularity, systematic approaches for the implementation of service excellence are lacking, and the models for service excellence are still developing. This paper provides a critical analysis of different models of service excellence. The purpose is to determine their strengths, limitations, and adequacy to provide a structured approach to service excellence implementation. The findings show that while individual models have their strengths and limitations, none provides a comprehensive approach to systematic implementation and management. The limitations of each model warrant the use of an integrated approach to develop an overarching system for service excellence. This paper develops a framework that builds on the integrated use of service excellence models. The use of the framework is illustrated with examples.
- Subjects
CRITICAL analysis; CUSTOMER satisfaction; CONSUMER behavior; QUALITY of service; EXCELLENCE; ORGANIZATIONAL structure
- Publication
Quality & Quantity, 2015, Vol 49, Issue 2, p763
- ISSN
0033-5177
- Publication type
Article
- DOI
10.1007/s11135-014-0022-y