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A review of service excellence models

Umar, Muhammad Akilu and Kasim, Rozilah and Martin , David Juanil (2013) A review of service excellence models. In: 2nd International Conference on Technology Management, Business and Entrepreneurship 2013 (ICTMBE 2013) , 4-5 December 2013, Melaka, Malaysia .

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The fundamental objective of this paper is to critically examine the different service excellence models and to identify the existing gaps within the context of these models through critically analysing the literature in order to provide the basis for future research.The paper highlighted on the critical analysis of different service excellence models. The models were analysed in other to establish a relationship between them with a view to provide a basis for prospective researchers. The review of several service excellence models shows that service excellence delivery relates to the outcome of the service encounter and it is measurement depends on the standard of performance and level of satisfaction received by the user.However, expectations is guided by the changing user needs, while value cocreation, balancing innovation and commoditization dynamics and configuration of service system resources affects service excellence.The research was established on critical review of the service excellence models not on empirical grounds, the review highlight the link between the different models.The paper explores the domain of service excellence which provides a unique area of research.

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: service excellence; expectation; satisfaction; service users; performance
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Faculty of Technology Management and Business > Department of Real Estate Management
Depositing User: Normajihan Abd. Rahman
Date Deposited: 10 Jun 2014 02:42
Last Modified: 21 Jan 2015 07:32
URI: http://eprints.uthm.edu.my/id/eprint/5033
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