Master of Arts (MA)
First Committee Member
Gary W. Larson
Number of Pages
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.
Gap; Gatekeeping; Meets; Model; Perceptions; Quality
Mass media; Marketing; Journalism
University of Nevada, Las Vegas
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Roybal, Karen Renee, "Perceptions of quality: The Gap model meets gatekeeping" (2002). UNLV Retrospective Theses & Dissertations. 1391.