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Nabeel Imtiaz
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HI Everybody
I am writing a paper on "quality management issues in service industries". Can anyone guide me as to where i can find latest references on this subject other than that of Deming and Juran.

Check out the eSourcing Capability Model for Service Providers - available from
With regards to your posting on ascertaining the quality of service rendered by a service firm can be assessed by the application of the
" Servqual model put forth by Valarie Zeithmal and A. Parasuraman.
This model that talks of the gap that exists in the delivery of service and the service experienced by the customer
I am attaching a file that talks of this gap model and for further information refer the following book.
ZEITHAML, Valarie A & BITNER, Mary Jo. - Services Marketing

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File Type: doc service_quality_-_valerie.doc (47.5 KB, 972 views)

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