Perceptions of quality: The Gap model meets gatekeeping

The main purpose of this study was to test an adaptation of the Service Quality Gap Model developed by Parasuraman, Zeithaml, and Berry in an atypical service industry---the media---in order to determine whether gaps exist between consumer perceptions of news quality and news directors' perceptions of news quality. Interviews were conducted with Las Vegas local television news directors. In addition, surveys were distributed to local news consumers. A case study approach of local Las Vegas Valley television stations was used to test whether gatekeeping plays a part in the news selection/decision process of what constitutes as "quality news.";The study consists of an analysis of (1) The Service Quality Gap Model as it applies to a non-traditional service industry, (2) The influence of corporate ideologies on local television newscasts, and the role, if any, news directors play as gatekeepers, and (3) A case study of Las Vegas' local television stations.

Name thesis:degree_name

Master of Arts (MA)

Level thesis:degree_level

Thesis

Discipline thesis:degree_discipline

Communication Studies

Grantor dc:publisher

University of Nevada, Las Vegas

Year

2002

Author dc:creator

• Roybal, Karen Renee

Contributors dc:contributor

• Gary W. Larson

Statement dc:rights

• IN COPYRIGHT. For more information about this rights statement, please visit http://rightsstatements.org/vocab/InC/1.0/

Language dc:language

English

Identifier

https://oasis.library.unlv.edu/rtds/1391

OAI identifier oai:identifier

oai:oasis.library.unlv.edu:rtds-2390