Abstract
The service design field is evolving quick and constantly looking to developing new methods.
One particular challenge is how to connect with the many business functions involved in delivering; such as marketing; HRM and operations.
In this workshop we will (re)introduce the SERVQUAL framework to the service design community as a way to contribute to solving this challenge.
DOI
https://doi.org/10.21606/servdes2012.26
Citation
Tanghe, J.(2012) The rebirth of the SERVQUAL gaps model in service design, in Tossavainen, P. J., Harjula, M., & Holmlid, S. (eds.), ServDes 2012: Co-Creating Services, 8–10 February, Espoo, Finland. https://doi.org/10.21606/servdes2012.26
Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License
Conference Track
Research Papers
The rebirth of the SERVQUAL gaps model in service design
The service design field is evolving quick and constantly looking to developing new methods.
One particular challenge is how to connect with the many business functions involved in delivering; such as marketing; HRM and operations.
In this workshop we will (re)introduce the SERVQUAL framework to the service design community as a way to contribute to solving this challenge.