The Gap Model in Service

Service quality is referred to a valuation of how good a delivered service meets the customer’s expectation. Upper management

SERVICE. We are committed to providing the best experience and enjoy positively interacting with everyone we meet. We genuinely care about every customer we see and do our best to find solutions to any problem that might come our way.

Service quality - refers to difference between the level of service that is expected from consumers and the perception of the service that is actually received. (Caruana,

4. Control – When handling a customer you have to be in control of every situation that you are stuck in.

-To consistently provide our customers with impeccable service by demonstrating warmth, graciousness, efficiency, knowledge, professionalism and integrity in our work.

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

skills and working as part of a team. Expert attention to detail and dedication to providing

Courteous and friendly customer service-oriented approach; able to create good relationship with customers with the intention of making them repeat customers

Provide empathy with efficient, quick and friendly service, build a strong relationship, handling complaints quickly and responding to issues on time. Going the extra mile.

Customers expect safe and strong products, sold to an affordable and suitable selling price, otherwise they will refuse to buy it. The aim of big companies is to fulfil and exceed customers’ expectations and offer them quality products.

Customer satisfaction and service quality are the two important components that direct anyone’s attention in every concept related to marketing, services, etc. (Spreng and Mackoy, 2006). In today’s competitive era, the success lies in

Service Quality as described by (William G. Zikmund, 1993) “is the degree to which the performance of service provider’s matches customer expectations. It can also be defined as those essential characteristics of a service that measures its excellence”.

A service encounter is simply defined as a customer’s actual interaction with a service company. Shostack (1985) defined service encounter as the period of time that a customer interacts with a service. Merritt (1977:198), a linguistic scholar, views a service encounter as an instance of face to face interaction between a server who is ‘officially posted’ in some service area, that interaction being oriented to the satisfaction of the customer’s presumed desire for some service and the server’s obligation to provide that service. The service encounter is also known as the ‘moment of truth’ in which the customer often develops a perception about the business and often creates a differentiation from other competitors. Solomon et al (1985)

Title: Discuss the four dimensions of customer service in a company. Give examples to illustrate your points.

Sureshchandra, Rajendran and Anantharaman (2002) identified five critical aspects of service quality from the customers point of view namely core service/service product, human element of service delivery, systematisation of service delivery, tangibles of service and lastly social responsibility in order to conceptualise service quality. Table 1 will further provide an explanation to the five critical aspects of service quality as outlined by Sureshchandra et al (2002).