Be(com)ing normal - not excellent: Service management, the gap-model and disciplinary power

Per Skålen, Martin Fougère

Research output: Contribution to journalArticleScientificpeer-review

13 Citations (Scopus)
Original languageEnglish
Peer-reviewed scientific journalJournal of Organizational Change Management
Volume20
Issue number1
Pages (from-to)109-125
Number of pages17
DOIs
Publication statusPublished - 2007
MoE publication typeA1 Journal article - refereed

Keywords

  • critical management
  • management power
  • customer service management
  • gap analysis
  • SERVICE QUALITY
  • CUSTOMER CARE
  • POWER
  • SUBJECTIVITY
  • EXPECTATIONS
  • PERCEPTIONS
  • PERSPECTIVE
  • MANAGEMENT
  • WORK

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