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The Gaps Model of Service Quality (Chapter 2)

The Gaps Model of Service Quality (Chapter 2). Customer Gap Provider Gaps Factors Leading to the Gaps. Expectations and Perceptions. customer expectations are are what a customer believes should or will happen sources of expectations: pricing, advertising, word-of-mouth communications

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The Gaps Model of Service Quality (Chapter 2)

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  1. The Gaps Model of Service Quality(Chapter 2) • Customer Gap • Provider Gaps • Factors Leading to the Gaps ã 2005 - Dwayne D. Gremler

  2. Expectations and Perceptions • customer expectations • are • are what a customer believes should or will happen • sources of expectations: • pricing, advertising, word-of-mouth communications • customer perceptions • are ã 2005 - Dwayne D. Gremler

  3. The Customer Gap Expected Service Perceived Service Figure 2.1 ã 2005 - Dwayne D. Gremler

  4. Customer Gap Components • customer expectations • are against which service experiences are compared • are what a customer believes should or will happen • sources: • customer perceptions: • are ã 2005 - Dwayne D. Gremler

  5. Gaps Model of Service Quality • Customer Gap: • difference between customer expectations and perceptions • Provider Gap 1 (): • not knowing what customers expect • Provider Gap 2 (): • not having the right service designs and standards • Provider Gap 3 (): • not delivering to service standards • Provider Gap 4 (): • not matching performance to promises ã 2005 - Dwayne D. Gremler

  6. Expected Service CUSTOMER Customer Gap Perceived Service External Communications to Customers COMPANY Service Delivery GAP 4 GAP 1 GAP 3 Customer-Driven Service Designs and Standards GAP 2 Company Perceptions of Consumer Expectations Gaps Model of Service Quality Figure 2.6 ã 2005 - Dwayne D. Gremler

  7. Provider Gap 1 CUSTOMER Expected Service GAP 1 Company Perceptions of Consumer Expectations COMPANY ã 2005 - Dwayne D. Gremler

  8. Provider Gap 2 CUSTOMER COMPANY Customer-Driven Service Designs and Standards GAP 2 Company Perceptions of Consumer Expectations ã 2005 - Dwayne D. Gremler

  9. Provider Gap 3 CUSTOMER Service Delivery COMPANY GAP 3 Customer-Driven Service Designs and Standards ã 2005 - Dwayne D. Gremler

  10. Provider Gap 4 CUSTOMER External Communications to Customers Service Delivery COMPANY GAP 4 ã 2005 - Dwayne D. Gremler

  11. The Gaps Model • The key to closing the Customer Gap is to close Provider Gaps 1-4 • Gaps Model used as the organizing framework throughout the book ã 2005 - Dwayne D. Gremler

  12. Customer Gap Key Factors Leading to the Customer Gap Customer Expectations Customer Perceptions ã 2005 - Dwayne D. Gremler

  13. Gap 1 Key Factors Leading to Provider Gap 1 Customer Expectations Company Perceptions of Customer Expectations Figure 2.2 ã 2005 - Dwayne D. Gremler

  14. Gap 2 Key Factors Leading to Provider Gap 2 Customer-Driven Service Designs and Standards Management Perceptions of Customer Expectations Figure 2.3 ã 2005 - Dwayne D. Gremler

  15. Gap 3 Key Factors Leading to Provider Gap 3 Customer-Driven Service Designs and Standards Figure 2.4 Service Delivery ã 2005 - Dwayne D. Gremler

  16. Gap 4 Key Factors Leading to Provider Gap 4 Service Delivery External Communications to Customers Figure 2.5 ã 2005 - Dwayne D. Gremler

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