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Chap02 gaps model
 

Chap02 gaps model

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    Chap02 gaps model Chap02 gaps model Presentation Transcript

    • The Gaps Model of Service Quality
    • The Customer Gap Difference between customer expectations and perceptions
    • The Customer Gap
      • Customer Expectations : standards or reference points that customers bring into the service area.
      • Customer Perceptions : are assessments of actual service experiences.
      • To close all important customer gap, model suggests four other gaps – the provider gaps – which occur within the service organizations & need to be closed.
    • Key Factors Leading to the Customer Gap Customer Expectations Customer Perceptions Customer Gap
    • Provider Gap 1 : The Listening Gap / Knowledge Gap Company Perceptions of Consumer Expectations Expected Service CUSTOMER COMPANY Gap 1: The Listening Gap Perceived Service
    • Key Factors Leading to Provider Gap 1
    • Provider Gap 2 : The Design and Standards Gap CUSTOMER COMPANY Gap 2: The Design and Standards Gap Customer-Driven Service Designs and Standards Company Perceptions of Consumer Expectations
    • Key Factors Leading to Provider Gap 2
    • Provider Gap 3 : The Performance Gap CUSTOMER COMPANY Service Delivery Gap 3: The Performance Gap Customer-Driven Service Designs and Standards
    • Key Factors Leading to Provider Gap 3
    • Provider Gap 4 : The Communication Gap CUSTOMER COMPANY External Communications to Customers Gap 4: The Communication Gap Service Delivery
    • Key Factors Leading to Provider Gap 4
    • Gaps Model of Service Quality