Shahin, Arash; Balouei Jamkhaneh, Hadi; Zahra Hosseini … - In: Measuring Business Excellence 18 (2014) 3, pp. 38-56
European Quality Award, i.e. the model of European Foundation for Quality Management (EFQM). Design/methodology/approach – The … EFQM model includes both enablers and results, while in the service quality gaps model, only the gaps between the … implementing the EFQM model based on the concepts of the service quality gaps model and the ServQual approach. The new approach to …