Zeithaml85 conceptualmodel
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The document presents a conceptual model of service quality that identifies gaps between customer expectations of a service and their perceptions of the service received. The model was developed based on a review of literature on service quality and proposes four gaps that can occur: between consumer expectations and management perceptions, between management perceptions and service quality specifications, between service quality specifications and service delivery, and between service delivery and what is promised to consumers. The conceptual model provides a framework for future research on measuring and understanding service quality.
