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Original Articles

Service quality gaps and their role in service enterprises development

Pages 631-645 | Received 16 Mar 2009, Accepted 20 Aug 2009, Published online: 21 Oct 2010

Keep up to date with the latest research on this topic with citation updates for this article.

Read on this site (3)

Ingrid Molan, Vicente Martínez-Tur, Vicente Peñarroja, Carolina Moliner & Esther Gracia. (2018) Survey feedback improves service quality perceptions among employees of an NGO: an organizational-level positive intervention. European Journal of Work and Organizational Psychology 27:2, pages 235-246.
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Luísa Carvalho, Teresa Costa & Jorge Caiado. (2013) Determinants of innovation in a small open economy: a multidimensional perspective. Journal of Business Economics and Management 14:3, pages 583-600.
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Imran Aslan, Orhan Çınar & Vilmantė Kumpikaitė. (2012) Creating strategies from tows matrix for strategic sustainable development of Kipaş Group. Journal of Business Economics and Management 13:1, pages 95-110.
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Articles from other publishers (20)

Mariana Ribeiro Volpini Lana, Igor Batista Guimarães & Cristina Said Saleme. (2023) Ferramentas da qualidade para melhoria de processo de gestão de um curso de graduação. Revista de Gestão e Avaliação Educacional, pages e83988.
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Canan YILMAZ UZ. (2023) MARKA İMAJI VE HİZMET KALİTESİNİN GÜVEN ÜZERİNDEKİ ETKİSİNDE MÜŞTERİ TATMİNİNİN ARACILIK ROLÜTHE MEDIATING ROLE OF CUSTOMER SATISFACTION AND BRAND IMAGE IN THE IMPACT OF TRUST AND SERVICE QUALITY ON REPURCHASE INTENTION. Çukurova Üniversitesi Sosyal Bilimler Enstitüsü Dergisi 32:1, pages 179-194.
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R.D.K Withana, W.S.C.S Fernando, V.R Nethsara, N.B.A.C.T Jayasinghe, Shashika L. Lokuliyana & Thilmi A. Kuruppu. (2022) “ServPort”: Process Reengineering in Optimization of The Process in Vehicle Service Station. “ServPort”: Process Reengineering in Optimization of The Process in Vehicle Service Station.
A Abdullah Saleh, A N N W Abd Rased, N Samsul Rijal, N E Ali & N Mohd Talmizi. (2021) Improving the built environment performance through facility management practices: The opportunities and challenges. IOP Conference Series: Earth and Environmental Science 881:1, pages 012011.
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Oktay Yiğit & Eray Yurtseven. (2020) The relationship between service quality and repurchase intention sports service in multi-purpose recreational sports facilities. Journal of Human Sciences 17:4, pages 1250-1262.
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Jorge Rodrigues, José Carlos Sá, Francisco J. G. Silva, Luís Pinto Ferreira, Genett Jimenez & Gilberto Santos. (2020) A Rapid Improvement Process through “Quick-Win” Lean Tools: A Case Study. Systems 8:4, pages 55.
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Natalia Kowalska & Anna Ostręga. (2020) Using SERVQUAL Method to Assess Tourist Service Quality by the Example of the Silesian Museum Established on the Post-Mining Area. Land 9:9, pages 333.
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Virginia Navajas-Romero, Lorena Caridad y López del Río & Nuria Ceular-Villamandos. (2020) Analysis of Wellbeing in Nongovernmental Organizations’ Workplace in a Developed Area Context. International Journal of Environmental Research and Public Health 17:16, pages 5818.
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Abhishek Vashishth & Ayon Chakraborty. 2018. E-Manufacturing and E-Service Strategies in Contemporary Organizations. E-Manufacturing and E-Service Strategies in Contemporary Organizations 219 241 .
Astri Anindya Sari. (2018) Understanding Facilities Management Practices to Improve Building Performance: The opportunity and challenge of the facilities management industry over the world. MATEC Web of Conferences 204, pages 01018.
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Violeta Šilingienė & Sandrita Škėrienė. (2015) Expression of Leaders’ Spiritual Intelligence in a Context of Service Organizations: A Gender Approach. Procedia - Social and Behavioral Sciences 213, pages 758-763.
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Solomon Khale & Zeleke Worku. (2015) Benefits of good corporate governance principles: A study of the city of Tshwane, South Africa. Corporate Ownership and Control 13:1, pages 961-978.
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Solomon Khale. (2015) Assessment of the quality of municipal services in the city of Tshwane, South Africa. Corporate Ownership and Control 13:1, pages 674-691.
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Violeta Šilingienė & Sandrita Škėrienė. (2014) Expression of Leaders ‘Spiritual Intelligence in a Context of Organizations’ Services Quality: A Theoretical Approach. Procedia - Social and Behavioral Sciences 156, pages 93-97.
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Sanjay Bahl & O.P. Wali. (2014) Perceived significance of information security governance to predict the information security service quality in software service industry. Information Management & Computer Security 22:1, pages 2-23.
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Natalija Lepkova & Robertas Uselis. (2013) Development of a Quality Criteria System for Facilities Management Services in Lithuania. Procedia Engineering 57, pages 697-706.
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Markus Warg, Uwe Hoffmann & Christine Boekhoff. 2013. Service-orientierte Geschäftsmodelle. Service-orientierte Geschäftsmodelle 85 112 .
Natalija Lepkova & Giedrė Žūkaitė-Jefimovienė. (2012) Study on Customer Satisfaction with Facilities Management Services in Lithuania. Slovak Journal of Civil Engineering 20:4, pages 1-16.
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Irman Nazri Nasir, Pamela Abbott & Guy Fitzgerald. 2011. New Studies in Global IT and Business Service Outsourcing. New Studies in Global IT and Business Service Outsourcing 175 200 .
Kristina Luebcke. (2010) INVESTIGATION OF SEGREGATED BUSINESS ETHICS ELEMENTS INFLUENCE ON RESULTS OF SERVICE ENTERPRISES ACTIVITY. Business, Management and Education 8:1, pages 139-153.
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