Chapter 18 The Integrated Gaps Model of Service

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Chapter 18 The Integrated Gaps Model of Service Quality • Closing the Customer Gap

Chapter 18 The Integrated Gaps Model of Service Quality • Closing the Customer Gap • Provider Gap 1: Not Knowing What Customers Expect • Provider Gap 2: Not Having the Right Service Quality Designs and Standards • Provider Gap 3: Not Delivering to Service Standards • Provider Gap 4: When Promises Do Not Match Performance • Putting It All Together: Closing the Gaps Mc. Graw-Hill/Irwin © 2003. The Mc. Graw-Hill Companies. All Rights Reserved

Objectives for Chapter 18: The Integrated Gaps Model of Service Quality • To overview

Objectives for Chapter 18: The Integrated Gaps Model of Service Quality • To overview the framework of the book and the gaps model of service quality • To identify the factors responsible for each of the gaps. Mc. Graw-Hill/Irwin © 2003. The Mc. Graw-Hill Companies. All Rights Reserved

Figure 18. 1 Gaps Model of Service Quality Expected Service CUSTOMER Customer Gap COMPANY

Figure 18. 1 Gaps Model of Service Quality Expected Service CUSTOMER Customer Gap COMPANY GAP 1 Perceived Service Delivery GAP 3 External Communications GAP 4 to Customers Customer-Driven Service Designs and Standards GAP 2 Company Perceptions of Consumer Expectations Mc. Graw-Hill/Irwin © 2003. The Mc. Graw-Hill Companies. All Rights Reserved

Figure 18. 2 Key Factors Leading to the Customer Gap Customer GAP Customer Expectations

Figure 18. 2 Key Factors Leading to the Customer Gap Customer GAP Customer Expectations Customer Perceptions Mc. Graw-Hill/Irwin © 2003. The Mc. Graw-Hill Companies. All Rights Reserved

Figure 18. 3 Key Factors Leading to Provider Gap 1 Customer Expectations GAP 1

Figure 18. 3 Key Factors Leading to Provider Gap 1 Customer Expectations GAP 1 Mc. Graw-Hill/Irwin Company Perceptions of Customer Expectations © 2003. The Mc. Graw-Hill Companies. All Rights Reserved

Figure 18. 4 Key Factors Leading to Provider Gap 2 Customer-Driven Service Designs and

Figure 18. 4 Key Factors Leading to Provider Gap 2 Customer-Driven Service Designs and Standards GAP 2 Management Perceptions of Customer Expectations Mc. Graw-Hill/Irwin © 2003. The Mc. Graw-Hill Companies. All Rights Reserved

Figure 18. 5 Key Factors Leading to Provider GAP 3 Customer-Driven Service Designs and

Figure 18. 5 Key Factors Leading to Provider GAP 3 Customer-Driven Service Designs and Standards GAP 3 Mc. Graw-Hill/Irwin Service Delivery © 2003. The Mc. Graw-Hill Companies. All Rights Reserved

Figure 18. 6 Key Factors Leading to Provider GAP 4 Service Delivery GAP 4

Figure 18. 6 Key Factors Leading to Provider GAP 4 Service Delivery GAP 4 Mc. Graw-Hill/Irwin External Communications to © 2003. The Mc. Graw-Hill Companies. All Rights Reserved Customers