service marketing

1. Gaps Model of Services

2. The Gaps Model

3. Provider Gap 1
CUSTOMER
Expected
Service
GAP 1
Management
COMPANY Perceptions of
Consumer
Expectations

4. Provider Gap 2
CUSTOMER
COMPANY Customer-Driven
Service Designs and
Standards
GAP 2
Company
Perceptions of
Consumer
Expectations

5. Provider Gap 3
CUSTOMER
COMPANY Service Delivery
GAP 3
Customer-Driven
Service Designs and
Standards

6. Provider Gap 4
CUSTOMER
COMPANY Service Delivery External
Communications
GAP 4 to Customers

7. Key Factors Leading to Provider Gap 1
Customer
Expectations
GAP  Inadequate Marketing Research Orientation
Insufficient marketing research
1 Research not focused on service quality
Inadequate use of market research
 Lack of Upward Communication
Lack of interaction between management and customers
Insufficient communication between contact employees
and managers
Too many layers between contact personnel and top
management
 Insufficient Relationship Focus
Lack of market segmentation
Focus on transactions rather than relationships
Focus on new customers rather than relationship
customers
Company Perceptions of
Customer Expectations

8. Key Factors Leading to Provider Gap 2
Customer-Driven Service
Designs and Standards
GAP  Poor Service Design
Unsystematic new service development process
2 Vague, undefined service designs
Failure to connect service design to service
positioning
 Absence of Customer-Driven Standards
Lack of customer-driven service standards
Absence of process management to focus on
customer requirements
Absence of formal process for setting service
quality goals
 Inappropriate Physical Evidence and Servicescape
Management Perceptions
of Customer
Expectations

9. Key Factors Leading to Provider Gap 3
Customer-Driven Service
Designs and Standards
GAP  Deficiencies in Human Resource Policies
Ineffective recruitment
3 Role ambiguity and role conflict
Poor employee-technology job fit
Inappropriate evaluation and compensation systems
Lack of empowerment, perceived control and teamwork
 Failure to Match Supply and Demand
Failure to smooth peaks and valleys of demand
Inappropriate customer mix
Over-reliance on price to smooth demand
 Customers Not Fulfilling Roles
Customers lack knowledge of their roles and responsibilities
Customers negatively impact each other
 Problems with Service Intermediaries
Channel conflict over objectives and performance
Channel conflict over costs and rewards
Difficulty controlling quality and consistency
Tension between empowerment and control
Service Delivery

10. Key Factors Leading to Provider Gap 4
Service Delivery
 Lack of Integrated Services Marketing Communications
GAP Tendency to view each external communication as
independent
4 Not including interactive marketing in communications plan
Absence of strong internal marketing program
 Ineffective Management of Customer Expectations
Not managing customer expectations through all forms of
communication
Not adequately educating customers
 Overpromising
Overpromising in advertising
Overpromising in personal selling
Overpromising through physical evidence cues
 Inadequate Horizontal Communications
Insufficient communication between sales and operations
Insufficient communication between advertising and operations
Differences in policies and procedures across branches or units
External Communications to
Customers

11. • Gaps 01 to 04 should be closed to finally
bring down the gap between the expected
service and the consumers perception of
the service.
• Services Marketing is all about designing
and implementing strategies to identify
and fill these gaps.