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ITIL® is a Registered Trade Mark and a Registered Community Trade Mark of the UK Office of Government Commerce ("OGC"). ITIL® is registered in the U.S. Patent and Trademark Office.
ITIL Live™ is a trademark of TSO, The Stationery Office.
COBIT® is a Registered Trade Mark of the Information Systems Audit and Control Association and the IT Governance Institute.
Microsoft® is a Registered Trade Mark of Microsoft Corp. in the United States and/or other countries.
CMM® is a Registered Trade Mark of Carnegie Mellon University.
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© Copyright 2006-2009 Two Hills Ltd www.twohills.co.nz. All rights reserved
Permission is required to reproduce this content in any form. Brief extracts may be used without permission if attributed with a link to this site. RSS feeds may be used without permission. Permission is granted for anyone to link to this site.
By accessing or viewing this site, you are deemed to have agreed to the terms and conditions.
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Comments
Think this was actually from a paper
The gap model was originally published prior to the book in
Communication and Control Processes in the Delivery of Service Quality
Valarie A. Zeithaml, Leonard L. Berry, A. Parasuraman
Journal of Marketing, Vol. 52, No. 2 (Apr., 1988), pp. 35-48
To my knowledge the model is pretty well known (it is referred to in a number of service management and service quality books). Therefore more than agree on the "someone should have put a reference to it" if its missing.
It is from a paper but why are you surprised?
The authors of the CSI book should have acknowledged Zeithaml and Parasuraman. What were they thinking? That model is everywhere in service marketing literature. Perhaps they didn't think their audience in the ITSM world reads academic papers and textbooks!!! :-)
But I am not surprised. I have seen for example a poster from a company called Marval that used James Heskett's Service-Profit Chain model in its entirety but with absolutely no attribution. I've also seen this happen in conference presentations.