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Achieving Service Quality Through Gap Analysis and a Basic Statistical Approach

Dean E. Headley (Assistant Professor of Marketing and Small Business Management at The Wichita State University)
Bob Choi (Director of Strategic Planning and Research at HCA Wesley Medical Center, a 650‐bed teaching hospital)

Journal of Services Marketing

ISSN: 0887-6045

Article publication date: 1 January 1992



Postulates that the use of some key ideas from statistical control thinking can improve service quality. Explores the identification and analysis of gaps in perceptual differences between service customers and service providers as a way of adopting a statistical control philosophy in a service environment. Argues that such a method provides excellent information for creating a true customer‐centred approach to service delivery, being practical, simple in operation and useful for both immediate and long‐term strategic impact.



Headley, D.E. and Choi, B. (1992), "Achieving Service Quality Through Gap Analysis and a Basic Statistical Approach", Journal of Services Marketing, Vol. 6 No. 1, pp. 5-14.




Copyright © 1992, MCB UP Limited

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