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  • The Service Gap Model

    Diunggah oleh

    Swatantra Barik
    30 tayangan5 halaman
    The document discusses the Service Gap Model proposed by Zeithmal, Berry and Parasuraman which identifies five potential gaps within a service organization that can lead to differences between what customers expect and perceive: (1) a gap between customer expectations and management perceptions, (2) a gap between management perceptions and service quality specifications, (3) a gap between service quality specifications and service delivery, (4) a gap between service delivery and external communications, and (5) the gap between expected service and perceived service known as the service performance gap.

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    THE SERVICE GAP MODEL

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    © Attribution Non-Commercial (BY-NC)

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    The document discusses the Service Gap Model proposed by Zeithmal, Berry and Parasuraman which identifies five potential gaps within a service organization that can lead to differences between what customers expect and perceive: (1) a gap between customer expectations and management perceptions, (2) a gap between management perceptions and service quality specifications, (3) a gap between service quality specifications and service delivery, (4) a gap between service delivery and external communications, and (5) the gap between expected service and perceived service known as the service performance gap.

    Hak Cipta:

    Attribution Non-Commercial (BY-NC)
    Unduh sebagai PPTX, PDF, TXT atau baca online dari Scribd
    Tandai sebagai konten tidak pantas
    30 tayangan5 halaman

    The Service Gap Model

    Diunggah oleh

    Swatantra Barik
    The document discusses the Service Gap Model proposed by Zeithmal, Berry and Parasuraman which identifies five potential gaps within a service organization that can lead to differences between what customers expect and perceive: (1) a gap between customer expectations and management perceptions, (2) a gap between management perceptions and service quality specifications, (3) a gap between service quality specifications and service delivery, (4) a gap between service delivery and external communications, and (5) the gap between expected service and perceived service known as the service performance gap.

    Hak Cipta:

    Attribution Non-Commercial (BY-NC)
    Unduh sebagai PPTX, PDF, TXT atau baca online dari Scribd
    Tandai sebagai konten tidak pantas
    dari 5

    THE SERVICE GAP MODEL.

    BY, SWATANTRA KUMAR BARIK.


    THE FOUNDERS:
    Zeithmal, Berry and Parasuraman identified four
    potential gaps within a service organization that may
    lead to a more serious Gap: the difference between
    customers expected service and what was perceived by
    him/ her.
    THE SERVICE GAP MODEL:
    THE GAPS:
    Gap 1: Customer Expectations – Management
    Perceptions Gap.
    Gap 2: Management Perceptions - Service Quality
    Specifications Gap.
    Gap 3: Service Quality Specifications - Service
    Delivery Gap.
    Gap 4: Service Delivery – External
    Communications Gap.
    Gap 5: Expected Service - Perceived Service Gap
    (or the Service Performance Gap)

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