There aren't many funny ITSM books
According to all the reader feedback so far, the satirical Introduction to Real ITSM is!
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There aren't many funny ITSM books According to all the reader feedback so far, the satirical Introduction to Real ITSM is! Legends of ITIntroducing a new series of posts (and a competition for a $100 Amazon gift voucher): The Legends of IT, written by you. Favourite BooksTell us about your favourite ITSM books, in print or not, obscure or well known... Social networking links |
 Service Gap Model
BOKKE submitted by Peter Lijnse
 on Sat, 2007-06-23 17:13. [nid:260] The service gap model is based on the model as described in the book Delivering Quality Service by Valerie Zeithaml, et.al ISBN 0 02 935701- 2 If I missed the reference in the book - I apologize
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Comments
Think this was actually from a paper
The gap model was originally published prior to the book in
Communication and Control Processes in the Delivery of Service Quality
Valarie A. Zeithaml, Leonard L. Berry, A. Parasuraman
Journal of Marketing, Vol. 52, No. 2 (Apr., 1988), pp. 35-48
To my knowledge the model is pretty well known (it is referred to in a number of service management and service quality books). Therefore more than agree on the "someone should have put a reference to it" if its missing.
It is from a paper but why are you surprised?
The authors of the CSI book should have acknowledged Zeithaml and Parasuraman. What were they thinking? That model is everywhere in service marketing literature. Perhaps they didn't think their audience in the ITSM world reads academic papers and textbooks!!! :-)
But I am not surprised. I have seen for example a poster from a company called Marval that used James Heskett's Service-Profit Chain model in its entirety but with absolutely no attribution. I've also seen this happen in conference presentations.