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Chap02 gaps model
Chap02 gaps model
Chap02 gaps model
Chap02 gaps model
Chap02 gaps model
Chap02 gaps model
Chap02 gaps model
Chap02 gaps model
Chap02 gaps model
Chap02 gaps model
Chap02 gaps model
Chap02 gaps model
Chap02 gaps model
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Chap02 gaps model

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  • 1. The Gaps Model of Service Quality
  • 2. The Customer Gap Difference between customer expectations and perceptions
  • 3. 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.
  • 4. Key Factors Leading to the Customer Gap Customer Expectations Customer Perceptions Customer Gap
  • 5. Provider Gap 1 : The Listening Gap / Knowledge Gap Company Perceptions of Consumer Expectations Expected Service CUSTOMER COMPANY Gap 1: The Listening Gap Perceived Service
  • 6. Key Factors Leading to Provider Gap 1
  • 7. 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
  • 8. Key Factors Leading to Provider Gap 2
  • 9. Provider Gap 3 : The Performance Gap CUSTOMER COMPANY Service Delivery Gap 3: The Performance Gap Customer-Driven Service Designs and Standards
  • 10. Key Factors Leading to Provider Gap 3
  • 11. Provider Gap 4 : The Communication Gap CUSTOMER COMPANY External Communications to Customers Gap 4: The Communication Gap Service Delivery
  • 12. Key Factors Leading to Provider Gap 4
  • 13. Gaps Model of Service Quality

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