I am in the process of developing a Framework for Service Centres that includes all sectors involved in Frontline Service Delivery. What should the content of the Framework entail?
You may refer to the well-established gap model to get some ideas:
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of marketing, 49(4), 41-50.
Thank you so much. I have developed a Framework for integrated service centre. I now need to progress to sector specific one. See attached draft. If you have ideas for improving this, I will appreciate.