Edvardsson (Bjørn Edvardsson)

Bjørn Edvardsson is a Swedish researcher known for his work in service management and quality. He developed the Servqual model, a tool used to measure customer perceptions of service quality by comparing expectations with actual experiences. His work helps businesses understand how to improve customer satisfaction by identifying gaps between what customers expect and what they receive. Edvardsson’s research emphasizes the importance of customer-centered approaches and continuous improvement in service industries, influencing practices across various sectors such as hospitality, retail, and healthcare.