Service quality gap models following the SERVQUAL model

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings Strong customer service can be a distinction between firms in highly competitive industries, influence customer repurchase behavior, and increase customer loyalty. In the article by 2025), the author builds a comprehensive analysis of the original SERVQUAL model and the models that have emerged since, finding how firms can best use service quality gap models to fit their needs in changing market conditions, environments, and technological landscapes. While the SERVQUAL model provided a foundation for service quality gap models that has not yet shaken, the models that have emerged in its wake provide nuance and complexity that greatly benefit firms in their service quality offerings. Originality/value The briefing saves busy executives, strategists and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.