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Quality & Quantity

, Volume 49, Issue 2, pp 763–783 | Cite as

A critical review of service excellence models: towards developing an integrated framework

  • Muhammad Asif
Article

Abstract

Service excellence is increasingly being recognized as a critical factor for the success of a business. Notwithstanding its growing popularity, systematic approaches for the implementation of service excellence are lacking, and the models for service excellence are still developing. This paper provides a critical analysis of different models of service excellence. The purpose is to determine their strengths, limitations, and adequacy to provide a structured approach to service excellence implementation. The findings show that while individual models have their strengths and limitations, none provides a comprehensive approach to systematic implementation and management. The limitations of each model warrant the use of an integrated approach to develop an overarching system for service excellence. This paper develops a framework that builds on the integrated use of service excellence models. The use of the framework is illustrated with examples.

Keywords

Service excellence Systematic approach Service excellence models Customer delight Service excellence structures 

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Copyright information

© Springer Science+Business Media Dordrecht 2014

Authors and Affiliations

  1. 1.College of Business AdministrationPrince Sultan UniversityRiyadhSaudi Arabia

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