A Gap Analysis of Professional Service Quality
以医疗服务为例，从医生和患者双方视角探讨专业服务质量的评估，用差距分析法揭示期望与体验不一致导致的认知差距，对服务管理者有参考价值。
Providers of professional services recently have awakened to consumer challenges, competition, and the realities of marketing. With these changes, a related and equally important issue has emerged—service quality and evaluating the service encounter. Using medical services as the primary study setting, the authors explore the concept of professional services quality and its evaluation from both the provider and client perspectives. They use gap analysis as an appropriate approach for examining the evaluation of a professional service. The findings provide special empirical insights on the gaps that can arise from inconsistent perceptions of expectations and experiences between patients and physicians. Finally, both managerial and research implications are presented.