Mahoney, Michael J.; Stanenas, Algirdas P. (1988, ASQC) Honeywell Limited, Canada
Most of the successful methodology for addressing the issues of quality is derived from the goods producing environment. Attempts are made to adopt this methodology for direct applications in the service sector based on the belief that many similarities exist between product quality and service quality considerations. Differentiative aspects are not adequately taken into account, if not totally ignored.
The conceptual Model of Service Quality proposed by Parasuraman, Zeithaml and Berry appears to supply the differentiative dimensions which are fundamental for the understanding and management of service quality. This paper reviews the essential features of the model and relates how these features were incorporated into the Service Quality Improvement Process in training the personnel of the Building Services Division of Honeywell Limited in Canada. Based on the initial results achieved, a conclusion is offered that the model has a good measure of validity.