Managing Services

Servqual has been used in many different sectors to measure service quality. Find in the literature a study describing the use and the results of Servqual in a certain service context. How did the study use SERVQUAL (expectations, perceptions, gaps, importance etc.)? What kind of ‘service quality dimensions’ were recognized? What were the (managerial) results of the study?

1. Consider a company where you buy regularly, and discuss your current level of experience and engagement behaviour. What would be needed to enhance your engagement behaviour?

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2. What are the similarities and the differences between integrated performance models such as the BSC and the EFQM Excellence model?

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