Customer Gap And Customer Relationship

The diagram above outlines the customer service gap. Customer satisfaction refers to a person’s belief on the service provided to the. It describes whether the services accorded to them was a success or was it a failure. The expected service on the other hand refers to what your consumer wants whereas the perceived services is what they feel they have received. The gap is what Nordstrom Inc. is striving to close. Business enterprises should strive to ensure that customers receive what they expect(Nordstrom & Lattin, 2008). They should lay down procedures or steps that will aid in closing up the gap that exists.

Today's world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its competitors is to provide extra service to satisfy and delight their customers, which can retain them and also gain new customers. Therefore the achievement of customer satisfaction must be a major objective in all organisations.

The Gaps Model of Service Quality was originally developed for application in the financial service sector. The model was

Customer satisfaction is the customer’s evaluation of a good or service in terms of whether it has met their needs and expectations (Vander Schee, 2016). The culture of the organization is to focus on delighting customers rather than on selling products (Lamb, Hair, & McDaniel, 2017). An example of a highly satisfied customer would be Nicole Snow, who owns a small business in Maine. One day she reached out to FedEx on social networks and asked for help in getting her supply chain set up. The team responded immediately and helped her solve the problem (“FedEx,” 2015). Here customer satisfaction is greatly shown the customers’ needs and expectations have been met by

A GAP model approach refers to the following five Gaps of service quality in operations in which a Gap Model is split. (Parasuraman et al, 1985).

The service encounter experience determines future levels of service and profit generated by the organisation. It is where emotions of the service user and the customer service representative meet in real time; most people judge service quality within the first few moments. Service is often described as ‘emotional labour’, because it demands service personnel to engage their emotions in their work in a way that a production line role does not. The science of customer service treats customer satisfaction as a function

Q1. Identify three key characteristics of the marketing concept. A. Marketing is very important and a key concpet in creating a succesful business. "Marketing is the management process responsible for identifying, anticipating and satisfying customer requirements profitabily". The marketing concept states that success is achieved by identifying needs and wants of the target market satisfying them better than competitors.

I worked as a cook. That meant that if there was a problem with the food, I had to deal with it. The issues weren’t complicated. It was usually something like a dry piece of tri-tip, or onions on a salad when they hadn’t wanted any. Whatever it was, I had to listen patiently and mentally take notes so that I would not repeat any mistake again. Oddly enough, customers were not interested in carefully crafting their complaints in such a way as to spare my feelings. They were in a rush to get back to work, or they were dealing with their screaming kids, or they had calculated the cost of their meal down to the cent out of necessity and could not afford a mistake. And they had a right to have their meal served the way they ordered it. If a mistake was made, we fixed it as quickly as possible and didn’t talk back. Even if I believed the customer had misunderstood some aspect of their order and was actually the one at fault, I was instructed to give the person the benefit of the doubt. Their feelings mattered more

The gap between expected and perceived service is a measure of service quality. Fitzsimmons & Fitzsimmons (2001) stated that measuring this gap through the customer feedback process is standard practice for leading service companies.

• Knowledge gap – This is the difference between customer expectations and the service firm’s perception of the customer’s expectations, needs etc.

Kotler & Keller (2008) build on this definition, stating that customer satisfaction is determined by “the degree to which someone is happy or disappointed with the observed performance of a product in relation to his or her expectations”. Performance that is below expectations leads to a dissatisfied customer, while performance that satisfies expectations produces satisfied customers. Expectations being exceeded leads to a “very satisfied or even pleasantly surprised customer” (Kotler & Keller, 2003, p. 80).

IT companies might have different interpretation on the effectiveness of SMM from customers. They normally interested in knowing the ROI and reputation of SMM but this is not the issue customers concerned. Baird and Parasnis (2011) have discovered a gap between customers and IT companies (IBM) on construing social media. It is related to the combination of SMM and the customer relationship management (CRM) of these companies. The gap describes that customers wanted more actual value than simply engaging a good relationship which businesses desired. In addition, they have suggested companies should think on the side of consumers, what they genuinely want and value, in order to reinvent a new set of CRM with the element of SMM.

Service quality represents a fundamental aspect of delivery, which strongly influences consumer satisfaction and, as a result, loyalty. In today’s global market a customer’s service expectation has to be met and exceeded eventually in order to retain customers as well as achieve success. Perceived quality of a product or a service is becoming one of the major competitive factors in the business world and has led to the innovation of the ‘Quality Era’ (Peeler, 1996). In simple words, the comparison of customer expectations with service performance is service quality. On the other hand, customer satisfaction is defined as a pleasurable fulfilment response toward a good, service, benefit, or reward (Oliver, 1997). Both of these

When a customer is initially disappointed with the service of company and when he experiences good services recovery which makes him more satisfied as a result, it is known as service recovery paradox. Although the service

Service failure and recovery play important roles in determining service quality and customer satisfaction (Smith & Bolton, 1998). It has also been suggested that