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

Research output: Contribution to journalArticleScientificpeer-review

LanguageEnglish
Peer-reviewed scientific journalJournal of Organizational Change Management
Volume20
Issue number1
Pages109-125
Number of pages17
DOIs
Publication statusPublished - 2007
MoE publication typeA1 Journal article - refereed

Bibliographical note

Emerald LiteratiNetwork Highly Commended Award (2008)
Volume:
Proceeding volume:

    Research areas

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

Documents

DOI

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