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Think about a service you receive.

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?

clinton-fletcher
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Think about a service you receive.

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  1. 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? • I wish my oil change service could be done at my home, or where I work, so that I would not have to drive to a specific location and wait in line. • I wish my bank would …. • I wish my dry cleaning service would pick up clothes from my home and deliver them to my home.

  2. Gaps Model of Service Quality Expected Service CUSTOMER Customer Gap Perceived Service External Communications to Customers COMPANY Service Delivery Gap 4 Gap 3 Customer-Driven Service Designs and Standards Gap 1 Gap 2 Company Perceptions of Consumer Expectations

  3. The Customer Gap Expected service Customer Gap Perceived service

  4. Gaps Model of Service Quality • Customer Gap: • difference between customer expectations and perceptions • Provider Gap 1 (The Knowledge Gap): • not knowing what customers expect, want, need • Provider Gap 2 (The Service Design & Standards Gap): • not having the right service designs and standards • Provider Gap 3 (The Service Performance Gap): • not delivering to service standards • Provider Gap 4 (The Communication Gap): • not matching performance to promises

  5. Gaps Model of Service Quality Expected Service CUSTOMER Customer Gap Perceived Service External Communications to Customers COMPANY Service Delivery Gap 4 Gap 3 Customer-Driven Service Designs and Standards Gap 1 Gap 2 Company Perceptions of Consumer Expectations

  6. Customer Gap Key Factors Leading to the Customer Gap Customer Expectations Customer Perceptions

  7. Gaps Model of Service Quality Expected Service CUSTOMER Customer Gap Perceived Service External Communications to Customers COMPANY Service Delivery Gap 4 Gap 3 Customer-Driven Service Designs and Standards Gap 1 Gap 2 Company Perceptions of Consumer Expectations

  8. Gap 1 Key Factors Leading to Provider Gap 1The Knowledge Gap Customer Expectations Company Perceptions of Customer Expectations

  9. Gap 2 Key Factors Leading to Provider Gap 2The Service Design & Standards Gap Company Perceptions of Customer Expectations Customer-Driven Service Designs and Standards

  10. Gap 3 Key Factors Leading to Provider Gap 3The Service Performance Gap Customer-Driven Service Designs and Standards Service Delivery

  11. Gap 4 Key Factors Leading to Provider Gap 4The Communication Gap Service Delivery External Communications to Customers

  12. Gaps Model of Service Quality Expected Service CUSTOMER Customer Gap Perceived Service External Communications to Customers COMPANY Service Delivery Gap 4 Gap 3 Customer-Driven Service Designs and Standards Gap 1 Gap 2 Company Perceptions of Consumer Expectations

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