Notification Service 1 Outline Notification Service Event Service vs Notification Service Example.
Service Qualitynkg
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Service Quality
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Transcript of Service Qualitynkg
Service QualityService Quality
Gap Model (Parasuraman, Zeithaml and Berry)
Company Perceptions of Consumer Expectations
Expected Service
CUSTOMER
COMPANY
Gap 1:The Listening Gap
Provider Gap 1
Perceived Service
Causes of Provider Gap 1
Inadequate Market Research
Lack of upward communication
Inadequate focus on customer complaints
Transaction Orientation rather than Relationship
Orientation
Closing Provider Gap 1
Bottom-up rather than Top-down management
Viewing customer complaints as a feedback
mechanism
Transitioning from sales orientation to
relationship orientation
Sharpening market research
CUSTOMER
COMPANY
Gap 2: The Design and Standards Gap
Customer-Driven Service Designs and Standards
Company Perceptions of Consumer Expectations
Provider Gap 2
Causes of Provider Gap 2Service design not in line with company’s
perception of consumer expectation
Unsystematic service development process
Absence of process to focus on customer
requirements
Servicescape does not meet the customer
requirement
Inappropriate service standards
Closing Provider Gap 2
Systematic customer centric process for
designing service
Dynamic rather than static process (i.e.
periodically updating based on customer
feedback)
CUSTOMER
COMPANY Service Delivery
Gap 3: The Performance Gap
Customer-Driven Service Designs and Standards
Provider Gap 3
Causes of Provider Gap 3Ineffective recruitment
recruitment for aptitude or attitude?
Ineffective evaluation and compensation
system
Customers failure to fulfil their roles
Closing Provider Gap 3
Recruit for attitude, train for skill
Make employees understand how their jobs contribute to
customer satisfaction
Variable pay component linked to overall customer
satisfaction
Empower bottom-of-the-pyramid
Ensure that the customers clearly understand what is
expected of them and that expectation should be
realistic and achievable
CUSTOMER
COMPANYExternal Communications to Customers
Gap 4: The Communication Gap
Provider Gap 4
Service Delivery
Causes of Provider Gap 4Overpromising
Inadequate internal horizontal communication
Inappropriate pricing
