Essays on Factors that Impact the Implementation of Service Excellence at the UAE Federal Government Research Proposal

Download full paperFile format: .doc, available for editing

The paper "Factors that Impact the Implementation of Service Excellence at the UAE Federal Government" is an outstanding example of a management research proposal. Modern-day governments are increasingly facing demands to provide good returns for the taxes that they collect from the citizen taxpayers. Service excellence is one such demand, which the taxpaying population expects governments to provide them with. Although lacking in a precise definition, this research proposal will use Goutheir, Giese, and Bartl’ s (2012) definition of service excellence. The three authors state that service excellence refers to the “ provision of excellent service quality through a management system, exceeding a customer’ s previous expectations, to result in not only customer satisfaction but also customer delight and therefore greater customer loyalty” (Gouthier et al.

2012, p. 448). From the foregoing definition, several things emerge; first, a management system needs to be in place for an organization or government entity to successfully provide excellent service quality – in other words, service excellence takes deliberate actions by the provider of services to provide the best possible service encounter; and second, service excellence goes beyond meeting customers’ expectations and making them satisfied, into making the customers delighted and loyal.

Arguably, service excellence is the epitome of superior service provision; it is a state that every service provider would like to be (especially because it develops delight and loyalty among customers), but which, most service providers have a hard time attaining. Despite the possible benefits of service excellence, it has been indicated that the ideal tactic of achieving the same remains uncertain (Gouthier et al. 2012). The uncertainty is deeper in government agencies because not much research has been done on the same.

In the proposed research, service excellence in the UAE will be investigated. The proposed research will seek to identify any hindrances to the attainment of service excellence in the United Arab Emirates, their impact on the quality of service, and the reasons why the factors have an impact on service quality. The UAE is made up of seven emirates which include Dubai, Abu Dhabi, Sharjah, Umm Al-Quwain, Ras al-Khaimah, Ajman and Fujairah.


Abbas, R 2013, ‘The genesis of citizen-centric government in the GCC: when citizens are customers,’ customer, viewed 3 Dec 2013,

Al-Khouri, A 2012, ‘eGovernment strategies the case of the United Arab Emirates (UAE),’ European Journal of ePractice, no. 17, pp.126-150.

Bryman, A & Bell, E 2007, Business research methods, 2nd edition, Oxford University Press, New York.

Dale, B G 1996, ‘Benchmarking on total quality management adoption: a positioning model,’ Benchmarking for Quality Management & Technology, vol. 3, no.1, pp. 28-37.

European Foundation of Quality Management (EFQM) 2013, ‘Fundamental concepts’, viewed 2 December 2013, <>

Gouthier, M, Giese, A & Bartl, C 2012, ‘Service excellence models: a critical discussion and comparison,’ Managing Service Quality, vol. 22, no. 5, pp. 447-464.

Gulf News 2013, ‘Sheikh Mohammad Bin Rashid launches ‘Customers Service Charter’ for UAE federal government,’ AL Nasir Publishing LLC, viewed 12 December 2013,

Hirmukhe, J 2012, ‘Measuring internal customers’ perceptions on service quality using SERVQUAL in administrative services,’ International Journal of Scientific and Research Publications, vol. 2, no. 3, pp. 1-6.

Johnston, R 2007, ‘insights into service excellence’, In Gouthier, M, Coenen, C, Schulze, H & Wegmann, C (Eds), Service excellence als Impulsgeber, Gabler Verlag, Wiesbaden, pp. 17-35.

Lasierra, J 2007, ‘Labor relations in Spanish public administration in a context of change: The role of context regulation’, International Journal of Public Sector Management, vol. 20, no.1, pp. 63-74.

Le Blanc, J 2012, ‘The five dimensions of service excellence,’ HR Info, Fall, viewed 4 December 2013,

Long, R, White, C, Friedman, W & Brazeal, D 2000, ‘The qualitative versus quantitative research debate: a question of metaphorical assumptions,’ International Journal of Value-Based Management, vol. 13, pp. 189-197.

McAdam, R, Keogh, W, Tigani, AA & Gardiner, P 2013, ‘An exploratory study of business excellence implementation in the United Arab Emirates (UAE) public sector: management and employee perceptions,’ International Journal of Quality & Reliability Management, vol. 30, no. 4, pp. 426-445.

Ministry of Cabinet Affairs 2013, ‘Excellence awards,’ United Arabs Emirates, viewed 2 December 2013,

Mubaraki, M 2012, ‘Application of total quality management principles in small and medium firms,’ European Scientific Journal, vol. 8, no. 25, pp. 20-27.

Parasuraman, A, Zeithaml, V A &Berry, L L 1988, ‘A multiple-Item scale for measuring consumer perceptions of service quality,’ Journal of Retailing, vol. 64, no.1, pp. 12-40.

Phellas, C N., Bloch, A & Seale, C 2011, ‘Structured methods: interviews, questionnaires and observation’, In Seale, C (Ed), Researching society and culture, 3rd edition, Sage, London, pp. 195-205.

PR Newswire 2011, ‘Creating a customer-centric community in the UAE’, viewed 6 December 2013,

Ruiz-Carrillo, J & Fernandez-Ortiz, R 2005, ‘Theoretical foundation of the EFQM model: the resource-based view,’ Total Quality Management & Business Excellence, vol. 16, no.1, pp. 31-55.

Shahin, A 2004, ‘SERVQUAL and model of service quality gaps: a framework for determining and prioritizing critical factors in delivering quality services,’ pp. 1-10, viewed 4 December 2013, .

UAE Government Strategy 2010, ‘Highlights of the UAE government strategy 2011-2013,’ United Arabs Emirates, pp. 1-29, viewed 6 December 2013, <>.

Zairi, M 2000, ‘Managing customer satisfaction: a best practice perspective’, The TQM Magazine, vol. 12, no. 6, pp. 389-394.

Download full paperFile format: .doc, available for editing
Contact Us