TY  - JOUR
AB  - 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.
VL  - 6
IS  - 1
SN  - 0887-6045
DO  - 10.1108/08876049210035683
UR  - https://doi.org/10.1108/08876049210035683
AU  - Headley Dean E.
AU  - Choi Bob
PY  - 1992
Y1  - 1992/01/01
TI  - Achieving Service Quality Through Gap Analysis and a Basic
Statistical Approach
T2  - Journal of Services Marketing
PB  - MCB UP Ltd
SP  - 5
EP  - 14
Y2  - 2024/05/11
ER  -