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

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.

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Year of publication:	1992
Authors:	Libonati, Kathy V.
Published in:	Journal of Services Marketing. - MCB UP Ltd, ISSN 2054-1651, ZDB-ID 2020791-8. - Vol. 6.1992, 4, p. 23-28
Publisher:	MCB UP Ltd
Subject:	Gap analysis \| Perceptions \| Service quality \| Value analysis

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Type of publication:	Article
Type of publication (narrower categories):	research-article
Language:	English
Other identifiers:	10.1108/08876049210037131 [DOI]
Source:	Other ZBW resources

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