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Viewing:

MKT 4050 Chapter 2 (Gaps Model of Service Quality)

front 1

Customer Gap

back 1

the difference between customer expectations and perceptions.

front 2

Customer Expectations

back 2

beliefs about service delivery that serve as standards or reference points against which performance is judged

front 3

Customer Perceptions

back 3

how they assess whether they have experienced quality service and whether they are satisfied.

front 4

Provider Gap 1: the listening gap

back 4

the difference between customer expectations of service and the company's understanding those expectations.

front 5

Provider Gap 1: causes

back 5

lack of understanding of expectations, inadequate customer research orientation, lack of upward communication, and lack of service recovery.

front 6

Closing Provider Gap 1

back 6

research strategies, build relationships, and recover strategies.

front 7

Provider Gap 2: the service design and standards gap

back 7

the difference between company understanding of customer expectations and the development of customer driven standards.

front 8

Provider Gap 2: causes

back 8

intangible, poor service design, absence of customer driven standards, and inappropriate physical evidence and servicescape.

front 9

Closing Provider Gap 2

back 9

customer-defined service standards

front 10

Provider Gap 3: the service performance gap

back 10

the discrepancy between the development of customer-driven service standards and actual service performance by company employees.

front 11

Provider Gap 3: causes

back 11

deficiencies in human resource policies, failure to match supply and demand, customers not fulfilling roles, and problems with service intermediaries.

front 12

Closing Provider Gap 3

back 12

ensuring that all the resources needed to achieve the standards are in place

front 13

Provider Gap 4: the communication gap

back 13

illustrates the difference between service delivery and the service provider's external communication.

front 14

Provider Gap 4: causes

back 14

lack of integrated services marketing communication, ineffective management of customer expectations, over-promising, inadequate horizontal communications, and inappropriate pricing.

front 15

Closing Provider Gap 4

back 15

effectively coordinating actual service delivery with external communications.