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Article
Publication date: 1 April 1992
Considers the “Conceptual Model of Service Quality”.Describes five service gaps, using a case example of American Airlinesas illustration. Examines ways of bridging these gaps…
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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.
Details
Journal of Services Marketing, vol. 6 no. 4
Type: Research Article
ISSN: 0887-6045