Services

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McGraw-Hill/Irwin Copyright © 2013 by The McGraw-Hill Companies, Inc. All rights reserved. Chapter Conceptual Framework of the Book: The Gaps Model of Service Quality 2 2-2 Variations of the Gaps Model Five Service Quality Gaps Variations of the Gaps Model Six Service Quality Gaps Variations of the Gaps Model 13 Service Quality Gaps (Gaps Model gone wild) Chapter Conceptual Framework of the Book: The Gaps Model of Service Quality  The Customer Gap  (Sometimes referred to as Gap 5) 2  The Provider Gaps:  Gap 1 – The Listening Gap  not knowing what customers expect  Gap 2 – The Service Design and Standards Gap  not having the right service designs and standards  Gap 3 – The…show more content…
How would you change the service and the way it is provided? 2-26 Gaps Model of Service Quality Think about a service that you receive regularly and put yourself in the wish mode. How would you change the service and the way it is provided? • 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 dry cleaning service would pick up clothes from my home and deliver them to my home. • I wish my bank would allow me to make additional mortgage payments (or, student loan payments) online
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