Universal Journal of Management Vol. 4(7), pp. 375 - 385
DOI: 10.13189/ujm.2016.040701
Reprint (PDF) (1073Kb)

A Conceptual Framework for Analyzing Quality Gaps in Consulting Services

Chuan Shi *, Vincent Omachnu
Department of Industrial Engineering, University of Miami, United States


This conceptual framework study is aimed at building a quality gap model from consulting service to identify the consulting service gap, analyze where these gaps come from and how to mitigate these gaps by expanding the previous gap analysis studies by Parasuraman, et al., 1985[1]. The study offers a more granular assessment of the gaps including the various encounter points in the consulting processes. The study identifies consulting services' quality gaps that are more nuanced to explain the crossroads between what clients expect and what consultants provide. During the study, a high-level flow chart and a gap model are designed to demonstrate the gaps among procedures of the consulting service. The findings of this study suggest that there are differences in the perceived level of satisfaction between consultants and clients. Despite such accounts that the literature has surprisingly few explanations for failures in consulting and the concept of this study based on consulting service experience and hypothesis, we surveyed both consultants and clients to evaluate the validation of the quality gaps and the correlations between gaps. Researchers are encouraged to future examine the presence of gaps in the client-consultant firm encounter that may be pertinent to our concept of quality in consulting service industry.

Consulting Quality, Quality Gaps, Service Quality, Quality Analysis, Conceptual Framework

Cite This Paper in IEEE or APA Citation Styles
(a). IEEE Format:
[1] Chuan Shi , Vincent Omachnu , "A Conceptual Framework for Analyzing Quality Gaps in Consulting Services," Universal Journal of Management, Vol. 4, No. 7, pp. 375 - 385, 2016. DOI: 10.13189/ujm.2016.040701.

(b). APA Format:
Chuan Shi , Vincent Omachnu (2016). A Conceptual Framework for Analyzing Quality Gaps in Consulting Services. Universal Journal of Management, 4(7), 375 - 385. DOI: 10.13189/ujm.2016.040701.