Chapter The Gaps Model of Service Quality The

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Chapter The Gaps Model of Service Quality § The Customer Gap § The Provider

Chapter The Gaps Model of Service Quality § The Customer Gap § The Provider Gaps: § Gap 1 – not knowing what customers expect § Gap 2 – not having the right service designs and standards § Gap 3 – not delivering to service standards § Gap 4 – not matching performance to promises § Putting It All Together: Closing the Gaps 2

Figure 2. 1 The Customer Gap Expected service Customer Gap Perceived service Mc. Graw-Hill/Irwin

Figure 2. 1 The Customer Gap Expected service Customer Gap Perceived service Mc. Graw-Hill/Irwin © 2006 The Mc. Graw-Hill Companies, Inc. All rights reserved.

Gaps Model of Service Quality § Customer Gap: § difference between customer expectations and

Gaps Model of Service Quality § Customer Gap: § difference between customer expectations and perceptions § Provider Gap 1 (The _________ Gap): § not knowing what customers expect § Provider Gap 2 (The Service _________ Gap): § not having the right service designs and standards § Provider Gap 3 (The Service ________ Gap): § not delivering to service standards § Provider Gap 4 (The __________ Gap): § not matching performance to promises Mc. Graw-Hill/Irwin © 2006 The Mc. Graw-Hill Companies, Inc. All rights reserved.

Key Factors Leading to the Customer Gap Customer Expectations Customer Perceptions Mc. Graw-Hill/Irwin ©

Key Factors Leading to the Customer Gap Customer Expectations Customer Perceptions Mc. Graw-Hill/Irwin © 2006 The Mc. Graw-Hill Companies, Inc. All rights reserved.

Figure 2. 2 Key Factors Leading to Provider Gap 1 Customer Expectations Gap 1

Figure 2. 2 Key Factors Leading to Provider Gap 1 Customer Expectations Gap 1 Company Perceptions of Customer Expectations Mc. Graw-Hill/Irwin © 2006 The Mc. Graw-Hill Companies, Inc. All rights reserved.

Figure 2. 3 Key Factors Leading to Provider Gap 2 Customer-Driven Service Designs and

Figure 2. 3 Key Factors Leading to Provider Gap 2 Customer-Driven Service Designs and Standards Gap 2 Management Perceptions of Customer Expectations Mc. Graw-Hill/Irwin © 2006 The Mc. Graw-Hill Companies, Inc. All rights reserved.

Figure 2. 4 Key Factors Leading to Provider Gap 3 Customer-Driven Service Designs and

Figure 2. 4 Key Factors Leading to Provider Gap 3 Customer-Driven Service Designs and Standards Gap 3 Service Delivery Mc. Graw-Hill/Irwin © 2006 The Mc. Graw-Hill Companies, Inc. All rights reserved.

Figure 2. 5 Key Factors Leading to Provider Gap 4 Service Delivery Gap 4

Figure 2. 5 Key Factors Leading to Provider Gap 4 Service Delivery Gap 4 External Communications to Customers Mc. Graw-Hill/Irwin © 2006 The Mc. Graw-Hill Companies, Inc. All rights reserved.

Figure 2. 6 Gaps Model of Service Quality Expected Service CUSTOMER Customer Gap COMPANY

Figure 2. 6 Gaps Model of Service Quality Expected Service CUSTOMER Customer Gap COMPANY Perceived Service Delivery Gap 3 Gap 4 External Communications to Customers Customer-Driven Service Designs and Standards Gap 1 Gap 2 Company Perceptions of Consumer Expectations Mc. Graw-Hill/Irwin © 2006 The Mc. Graw-Hill Companies, Inc. All rights reserved.

Conclusion § Think about a service you receive. Is there a gap between your

Conclusion § Think about a service you receive. Is there a gap between your expectations and perceptions of that service? What do you expect that you do not receive? • Which of the four provider gaps is hardest to close? Why? Mc. Graw-Hill/Irwin © 2006 The Mc. Graw-Hill Companies, Inc. All rights reserved.