http://www.itskeptic.org/taxonomy/term/84 The taxonomy view with a depth of 0. en http://www.itskeptic.org/node/260 <p>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<br /> I use this service gap model on a regular basis, but always with the reference. Although the model is slightly adapted I think it is close enough to attribute to the authors of Delivering Quality Service Book.</p> <p>If I missed the reference in the book - I apologize</p> http://www.itskeptic.org/node/260#comments Continual Service Improvement Not attributed to rights-holder Sat, 23 Jun 2007 11:13:15 -0600 PELIJN 260 at http://www.itskeptic.org