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    International Business

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    张佩菁
    The document introduces the Gaps Model of Service Quality which identifies the customer gap as the difference between customer expectations and perceptions. It then outlines four provider gaps that can cause the customer gap: 1) not knowing customer expectations, 2) not having the right service designs/standards, 3) not delivering to service standards, and 4) not matching performance to promises. The model is presented as a framework for understanding service quality gaps within an organization.

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    International Business

    Uploaded by

    张佩菁
    33 views16 pages
    The document introduces the Gaps Model of Service Quality which identifies the customer gap as the difference between customer expectations and perceptions. It then outlines four provider gaps that can cause the customer gap: 1) not knowing customer expectations, 2) not having the right service designs/standards, 3) not delivering to service standards, and 4) not matching performance to promises. The model is presented as a framework for understanding service quality gaps within an organization.

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    The document introduces the Gaps Model of Service Quality which identifies the customer gap as the difference between customer expectations and perceptions. It then outlines four provider gaps that can cause the customer gap: 1) not knowing customer expectations, 2) not having the right service designs/standards, 3) not delivering to service standards, and 4) not matching performance to promises. The model is presented as a framework for understanding service quality gaps within an organization.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    33 views16 pages

    International Business

    Uploaded by

    张佩菁
    The document introduces the Gaps Model of Service Quality which identifies the customer gap as the difference between customer expectations and perceptions. It then outlines four provider gaps that can cause the customer gap: 1) not knowing customer expectations, 2) not having the right service designs/standards, 3) not delivering to service standards, and 4) not matching performance to promises. The model is presented as a framework for understanding service quality gaps within an organization.

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    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 16

    Conceptual Framework of the Book:

    The Gaps Model of Service Quality


    • The Customer Gap
    • The Provider Gaps:
    – Gap 1 – The Listening Gap
    • not knowing what customers expect
    – Gap 2 – The Service Design and Standards Gap
    • not having the right service designs and standards
    – Gap 3 – The Service Performance Gap
    • not delivering to service standards
    – Gap 4 – The Communication Gap
    • not matching performance to promises
    • Putting It All Together: Closing the Gaps

    2-1
    Objectives for Chapter 2:
    The Gaps Model of Service Quality
    • Introduce the framework, called the gaps model of service
    quality, 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 close
    is the customer gap, the difference between customer
    expectations and perceptions.
    • Show that four gaps that occur in companies, which we call
    provider gaps, are responsible for the customer gap.
    • Identify the factors responsible for each of the four provider
    gaps.

    2-2
    The Customer Gap

    2-3
    Key Factors Leading
    to the Customer Gap

    Customer Customer
    Gap Expectations

     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
    Perceptions
    2-4
    Gaps Model of Service Quality
    • Customer Gap:
    – difference between customer expectations and perceptions
    • Provider Gap 1 (Listening 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 promises

    2-5
    Provider Gap 1
    CUSTOMER

    Customer
    expectations

    Perceived
    Service

    COMPANY

    Gap 1:
    The Listening Gap Company
    perceptions of
    customer
    expectations

    2-6
    Key Factors Leading to Provider Gap 1

    2-7
    Provider Gap 2
    CUSTOMER

    COMPANY Customer-driven
    service designs and
    standards
    Gap 2: The Service Design
    and Standards Gap
    Company
    perceptions of
    customer
    expectations

    2-8
    Key Factors Leading to Provider Gap 2

    2-9
    Provider Gap 3
    CUSTOMER

    COMPANY Service delivery


    Gap 3: The Service
    Performance Gap
    Customer-driven
    service designs and
    standards

    2-10
    Key Factors Leading to Provider Gap 3

    2-11
    Provider Gap 4
    CUSTOMER

    Gap 4: The Communication Gap


    External
    COMPANY Service delivery
    communications to
    customers

    2-12
    Key Factors Leading to Provider Gap 4

    2-13
    Gaps Model of Service Quality

    2-14
    Ways to Use Gap Analysis
    • Overall Strategic Assessment:
    – How are we doing overall in meeting or exceeding
    customer expectations?

    – How are we doing overall in closing the four


    company gaps?

    – Which gaps represent our strengths and where


    are our weaknesses?

    2-15
    Ways to Use Gap Analysis
    • Specific Service Implementation
    – Who is the customer? What is the service?

    – Are we consistently meeting/exceeding customer


    expectations with this service?

    – If not, where are the gaps and what changes are


    needed? (Examine gaps 1-4 for this particular
    service.)

    2-16

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