Customer gap - PowerPoint PPT Presentation

The Gaps Model of Service Quality

Chapter 2. The Gaps Model of Service Quality. The Customer Gap The Provider Gaps: Putting It All Together: Closing the Gaps . The Customer Gap. Definition of Gap Analysis.

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522 views • 16 slides

The Gaps Model of Service Quality

The Gaps Model of Service Quality. The Customer Gap (expected vs perceived) The Provider/Company Gaps: Gap 1 – The Listening Gap not knowing what customers expect Gap 2 – The Design and Standards Gap not having the right service designs and standards Gap 3 – The Performance Gap

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234 views • 16 slides

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