Chap02 gaps model
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Transcript of Chap02 gaps model
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The Gaps Model of Service Quality
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The Customer Gap
Difference between customer
expectations and perceptions
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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.
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Provider Gap 1: Not knowing what customers expect
Provider Gap 2: Not selecting the right service designs and standards
Provider Gap 3: Not delivering to service standards
Provider Gap 4: Not matching performance to promises
Customer Expectations
Customer Perceptions
Key Factors Leadingto the Customer Gap
CustomerGap
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Company Perceptions of
Consumer Expectations
Expected Service
CUSTOMER
COMPANY
Gap 1:The Listening
Gap
Provider Gap 1 : The Listening Gap / Knowledge Gap
Perceived Service
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Key Factors Leading to Provider Gap 1
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CUSTOMER
COMPANY
Gap 2: The Design and Standards Gap
Customer-Driven Service Designs and
Standards
Company Perceptions of
Consumer Expectations
Provider Gap 2 : The Design and Standards Gap
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Key Factors Leading to Provider Gap 2
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CUSTOMER
COMPANY Service Delivery
Gap 3: The Performance Gap
Customer-Driven Service Designs and
Standards
Provider Gap 3 : The Performance Gap
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Key Factors Leading to Provider Gap 3
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CUSTOMER
COMPANYExternal
Communications to Customers
Gap 4: The Communication Gap
Provider Gap 4 : The Communication Gap
Service Delivery
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Key Factors Leading to Provider Gap 4
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Gaps Model of Service Quality