A customized version of the SERVQUAL model by Parasuraman, et al. (1988) was used to evaluate the quality or value of the contemporary Customer Self-Service Portal for Philips Lighting BG Professional Services. The purpose of the research was therefore to identify the gaps in the strategic design of …

This research is done in order to create the best strategy for Philips Lighting in the changing markets of recently. The goal is to create opportunities while the European legislation concerning the incandescent light bulbs forces the company to gradually remove all its incandescent lamps. The legislation …