New service development using gap-based quality function deploument: Hall service of mobile telecommunication case

Quality function deployment (QFD) is a customer-oriented structural development approach in manufacturing whereas the Gap model told us the truth of service psychological process. Along the gaps in the circle of service satisfaction, a new model of service quality function deployment (SQFD) has been established to develop new service. A Chinese mobile telecom case study (hall service) has been employed to verify and revise the model. We found that the Gap-based QFD model expands the investigative scope of Gap study from Gap 1 and/or Gap 5 to Gap 1 to Gap 5. It is a useful tool to develop new service using a reasonable and delicate combination of Kano model, SERVQUAL scales, and Gap circle. The limitations source from the integration of psychological process and engineering tool, and the informal process of service development. Therefore, the situation and methodolohy of this model need to develop more.