Marketing Case Study: Presto Cleaner

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.

* Customer Dissatisfaction - Delivery and quality problems invariably result in decreased customer satisfaction, which may be compounded by poor service

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

8) Describe why their organisation must limit the customer service it gives to balance customer satisfaction with organisational goals.

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).

For excellence to be possible, an organization must identify and resolve flaws. First, the organization has to define “normal” so that someone can recognize an abnormal flaw in the system. Someone must be dedicated to responding to these abnormalities and they must have the scope to resolve the issue. That person must be readily available and determine what is wrong with the system and not what is wrong with the provider. To resolve these issues, time and resources must be dedicated to these tasks. These steps can help achieve quality, cost, and value (Spear, 2011).

Effective service delivery (include: delivering service on time, delivering service on budject, dealing with difficult customers, handling and resolving complaints)

Empathy: The business did well in providing individualized attention when needed. Though it may seem that service request technicians may appear to be truly not apologetic even though they may mentioned they

The second Provider Gap, The Service Design and Standards Gap, is finding the middle ground, or understanding, of the customers’ expectations and meeting that with service quality specifications that employees can execute (Zeithaml et al, 2009). Virgin Mobile USA had to be able to provide uninterrupted phone service and tangible items that provided recognition of their brand to customers. Their phone service should be reviewed and compared with competitors’ services to ensure relevancy of their services to potential customers.

I am writing to you in regards to the server training that I received at your restaurant. All together the training that I received had many strengths that benefiting me during my employment, but there also a few weaknesses that I wish to address, as well as hopefully find solutions. The restaurant must “recognize that customer-contact workers are the most important element in building customer satisfaction”. There-fore these customer-contact workers must be trained to the highest standard that the restaurant wishes to deliver to our guests.

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

3. (a) to disappoint the expectations or trust of; (b) to miss performing an expected service

And trade-offs can arise for three reasons: the aim to deliver consistent value to customer, inflexible different activities

Gap 1: Consumer expectation vs. management perception gap. This gap is manager group doesn’t even know what are customer needed. They should read customers complains and change their service. Gap 2 Management perception vs service quality specification gap. Sometimes manager know they have problems and mistakes when they serve their guests. But they don’t change it may because they don’t have a good manager team. Gap 3: Service quality specifications vs service delivery gap. Managers may know what guests need and they changed their service better. But when employees deliver service that still cannot be perfect. People made mistakes and managers should train their employee avoid mistakes. Gap 4: Service delivery vs external communications gap. Hotel give excellent image to customers. But when they deliver their service customers don’t feel same as their expectation. Gap 5: expected service vs perceived service gap. This one is the gap that include all other 4 gaps. When managers and employees bridging the gaps and it can help them deliver better service and products. Made more added value in their

In order for the service employee to deliver on the customer’s expectations, the company (or management) must provide the necessary resources to fulfill the duties of the job. The success of the firm is also supported by the internal customers, also known as employees, and the satisfaction of these employees can influence the service encounters with external customers (Gremler, Bitner & Evans, 1994). It is imperative that management of the company delivers to the expectations of the employees in order to fulfill business goals and objectives.