Gaps model of service quality Essay

The banquets Model of armed service whole toneChapter2-12 The Customer disturbance spreading 5 The provider pauses kerfuffle 1 The Listening opening night not knowing what customers seem counterpane 2 The Design and Standards shift not having the right service designs and standards ranch 3 The Performance breach not delivering to service standards Gap 4 The communication Gap not matching performance to promises Putting It All Together Closing the GapsMcGraw-Hill/Irwin procure 2009 by The McGraw-Hill Companies, Inc. All rights reserved.Objectives for Chapter 2The Gaps Model of Service Quality2-2 claim a framework, called the gaps sticker of servicequality, which is used to organize this textbook. Demonstrate that the gaps model is a useful framework for understanding service quality in an organization. Demonstrate that the most critical service quality gap to fold is the customer gap, the difference betweencustomer expectations and perceptions. Show that four gap s that kick the bucket in companies, which we call provider gaps, are responsible for the customer gap. see the factors responsible for each of the four provider gaps.2-3The Customer GapGap 5Key Factors confidential informationto the Customer GapCustomerGapGap 52-4CustomerExpectations supplier Gap 1 Not knowing what customers expect supplier 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 promisesCustomerPerceptions2-5Gaps Model of Service Quality Customer Gap 5 difference between customer expectations andperceptions Provider Gap 1 (Knowledge Gap) not knowing what customers expect Provider Gap 2 (Service Design & Standards Gap) not having the right service designs and standards Provider Gap 3 (Service Performance Gap) not delivering to service standards Provider Gap 4 (Communication Gap) not matching performance to promises2-6Provider Gap 1 customerExpectedServicePerceived ServiceCOMPANYGap 1The Listening GapCompanyPerceptions ofConsumerExpectations2-7Key Factors atomic number 82 to Provider Gap 12-8Provider Gap 2clientCOMPANYCustomer-DrivenService Designs andStandardsGap 2 The Design and StandardsGapCompanyPerceptions ofConsumerExpectations2-9Key Factors Leading to Provider Gap 22-10Provider Gap 3CUSTOMERCOMPANYService DeliveryGap 3The Performance GapCustomer-DrivenService Designs andStandards2-11Key Factors Leading to Provider Gap 32-12Provider Gap 4CUSTOMERCOMPANYGap 4 The CommunicationGapExternalService DeliveryCommunicationsto Customers2-13Key Factors Leading to Provider Gap 42-14Gaps Model of Service Quality5Gap 4Gap 3Gap 1Gap 22-15Ways to Use Gap Analysis Overall strategic Assessment How are we doing overall in meeting or occurrence(a) customer expectations? How are we doing overall in closing the four society gaps? Which gaps represent our strengths and whereare our weaknesses?2-16Ways to Use Gap Analysis particular Service Implementation Who is the customer? What is the service? Are we consistently meeting/exceedingcustomer expectations with this service? If not, where are the gaps and what changes areneeded? (Examine gaps 1-4 for this particularservice.)