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GEN COMBO M:MARKETING; CONNECT 1S ACCESS CARD
5th Edition
ISBN: 9781259896767
Author: Dhruv Grewal Professor, Michael Levy
Publisher: McGraw-Hill Education
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Chapter 13.4, Problem 1CY
Summary Introduction
To determine: The service gaps identified by the service gaps model.
Introduction: The gap between the services provided and the expectations of the customers is known as the service gap.
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Explain the service delivery system matrix?
Identify THREE types of services by ISA (Integrated services Architecture). EXPLAIN the key elements of each service.
Explain the concept of the service gap model and its relevance in service quality management.
Chapter 13 Solutions
GEN COMBO M:MARKETING; CONNECT 1S ACCESS CARD
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- What are the four potential gaps in the Service Gaps Model? What is the model designed to do?arrow_forwardOutline the five gaps that can cause problems in service delivery as described in the Gap Model of Service Delivery. Please define each gap.arrow_forwardDiscuss the ethical implications of sharing and monetizing services in a service-oriented ecosystem.arrow_forward
- How do high-contact and low-contact service models differ from one another?arrow_forwardPlease explain the main differences between high-contact and low-contact service models.arrow_forwardWhat are the primary differences that distinguish high-contact service models from low-contact service models?arrow_forward
- Explain the concept of service discovery and its importance in a service-oriented system.arrow_forwardExplore the concept of service mesh and its significance in managing communication between services in a containerized and distributed environment.arrow_forwardWhat strategies can a service chain implement to ensure consistent service quality and customer experience across its various branches or outlets?arrow_forward
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