The V-model of service quality: An African case study
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Date
2017
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Emerald Group Publishing Limited
Abstract
This paper aims to introduce and demonstrate a new model for service quality that separates out the measurement of service quality in ways grounded in psychological theory and methodological symmetry.A review of experience in service quality management suggests that new approaches are needed. By seeking a way of managing service at different levels, with symmetry between data collection and data analysis, a model is presented that has more potential applicability and flexibility than is found in traditional models.
Description
Keywords
Service management, Personal construct theory, Service quality, Repertory grid, Africa, V-Model of service quality
Citation
Whyte, G., & Bytheway, A. (2017). The V-model of service quality: An African case study. European Journal of Marketing, 51(5–6), 923–945. https://doi.org/10.1108/EJM-05-2015-0270