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Modell för att analysera kvalitetsbrister

Film om att identifiera hur och var felsteg sker som i sin tur leder till misslyckanden.

I den här filmen får du veta mer om den så kallade GAP-modellen, som visar fem olika gap där kvalitetsbrister kan uppstå, vilket i sin tur kan leda till att tjänsteföretag misslyckas med att leva upp till förväntningarna.

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Kartlägga och mäta kundnöjdhet i turistföretag: En fördjupning

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