Company Study: Quality for Value‐added Perceptions and Bottom‐line Results

Abstract

Considers the “Conceptual Model of Service Quality”. Describes five service gaps, using a case example of American Airlines as illustration. Examines ways of bridging these gaps. Concludes with a personal commentary on the delivering of quality.

Citation

Libonati, K.V. (1992), "Company Study: Quality for Value‐added Perceptions and Bottom‐line Results", Journal of Services Marketing, Vol. 6 No. 4, pp. 23-28. https://doi.org/10.1108/08876049210037131