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

Per Skålen; Martin Fougère

doi:10.1108/09534810710715315

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

Per Skålen, Martin Fougère

Management and Organisation, Helsinki

Research output: Contribution to journal › Article › Scientific › peer-review

17 Citations (Scopus)

Original language	English
Peer-reviewed scientific journal	Journal of Organizational Change Management
Volume	20
Issue number	1
Pages (from-to)	109-125
Number of pages	17
DOIs	https://doi.org/10.1108/09534810710715315
Publication status	Published - 2007
MoE publication type	A1 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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10.1108/09534810710715315

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Cite this

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