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 suggestsfour other gaps the provider gaps which occur within the service organizations & need to be closed.

4. Key Factors Leading to the Customer Gap CustomerExpectations CustomerPerceptions 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 andStandards 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