Excellence, Market Orientation, Some Aspects of Service Quality and Their Effect on Performance in Service Companies Propositions and a Model

Abstract

This paper considers the possible interrelationships between four constructs: Excellence, Market Orientation, Management of Expectations and Service Reliability. The interest in “excellence” owes much to the work by Peters and Waterman (1982) in their best-selling book, In Search of Excellence. Sharma, Netmeyer, and Mahajan (1990) have reviewed the literature that has sought to verify or otherwise Peters and Watermans' claims. From their review they draw four general conclusions. It is the development of EXCEL by Sharma et al. that provides the researcher with the possibility of testing Peters and Waterman’s paradigm.