Concepedia

Service Gap Identification

Service Gap Identification is a methodological construct within gap analysis that systematically detects discrepancies between expected and delivered service levels to pinpoint areas for organizational improvement.

121

Publications

6.2K

Citations

383

Authors

189

Institutions

Publications per year

2017–2026

36

Parents

Publications

121

Pragmatic Perspectives on the Measurement of Information Systems Service Quality1

William J. Kettinger, Choong C. Lee · MIS Quarterly · 1997 · 450 citations

, , +16

A Public Service Gap: Capturing contexts in a comparative approach of street-level bureaucracy

Peter Hupe, Aurélien Buffat · Public Management Review · 2013 · 305 citations

, , +9

Determining the relative importance of critical factors in delivering service quality of banks

Mukesh Kumar, Fong Tat Kee, Amat Taap Manshor · Managing Service Quality · 2009 · 270 citations

, , +16

Special Education Implications of Point and Cumulative Prevalence for Children With Emotional or Behavioral Disorders

Steven R. Forness, Stephanny Freeman, Tanya Paparella et al. · Journal of Emotional and Behavioral Disorders · 2011 · 245 citations

, , +12

A Synthesised Service Quality Model with Managerial Implications

Andrew A. Brogowicz, Linda M. Delene, David M. Lyth · International Journal of Service Industry Management · 1990 · 227 citations

, , +17

1–5 of 121

Authors

383

  1. MT
    Ming-Chun Tsai

    Chung Hua University, Taiwan

    3 publications · 144 citations

    3

    h-index

  2. GM
    Gerald M. Hampton

    New Mexico State University, United States

    2 publications · 128 citations

    2

    h-index

  3. SS
    Show‐Hui S. Huang

    Shu-Te University, Taiwan

    2 publications · 29 citations

    2

    h-index

  4. SL
    Shu-Ping Lin

    Chung Hua University, Taiwan

    2 publications · 134 citations

    2

    h-index

  5. MK
    Mukesh Kumar

    Pontificia Universidad Católica del Perú, Peru

    2 publications · 412 citations

    2

    h-index

1–5 of 383

Institutions

189

  1. Chung Hua University

    Hsinchu, Taiwan

    4 h-index

    12 publications

    666 citations

  2. Hong Kong Polytechnic University

    Hong Kong, Hong Kong

    3 h-index

    5 publications

    98 citations

  3. University of South Carolina

    Columbia, United States

    3 h-index

    3 publications

    531 citations

  4. Management and Science University

    Shah Alam, Malaysia

    2 h-index

    4 publications

    952 citations

  5. Dartmouth Psychiatric Research Center

    Lebanon, United States

    2 h-index

    2 publications

    102 citations

  6. Shu-Te University

    Kaohsiung City, Taiwan

    2 h-index

    2 publications

    29 citations

  7. National Kaohsiung Marine University

    Kaohsiung City, Taiwan

    2 h-index

    3 publications

    44 citations

  8. University of British Columbia

    Vancouver, Canada

    2 h-index

    6 publications

    186 citations

1–8 of 189

Venues

  1. 4

    h-index

  2. PubMed

    Repository · 3 publications · 35 citations

    3

    h-index

  3. Managing Service Quality

    MSQ · 3 publications · 370 citations

    3

    h-index

  4. 3

    h-index

  5. BMC Health Services Research

    2 publications · 152 citations

    2

    h-index

1–5