M: Marketing
5th Edition
ISBN: 9781259446290
Author: Dhruv Grewal Professor, Michael Levy
Publisher: McGraw-Hill Education
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Question
Chapter 13.4, Problem 2CY
Summary Introduction
To determine: Ways to overcome the service gaps.
Introduction: The gap between the services provided and the expectations of the customers is known as service gap.
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Outline the five gaps that can cause problems in service delivery as described in the Gap Model of Service Delivery. Please define each gap.
Which of the service gaps do you consider to be most critical, and why?
Explain the four service gaps identified by the ServiceGaps Model
Chapter 13 Solutions
M: Marketing
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- Explore the concept of service mesh and its significance in managing communication between services in a containerized and distributed environment.arrow_forwardAppreciate the advantages and disadvantages of private transportation service contrasted to for-hire carrier servicearrow_forwardInterpret the overall framework of channel management. Support your answer with at least one example.arrow_forward
- Using the model of consumer and business channels found in the chapter, sketch out as many channels for Progressive as you can. How does each of these channels meet distinct customer needs?arrow_forwardWhat are the primary differences that distinguish high-contact service models from low-contact service models?arrow_forwardExplain the differences between routine-intensive, technology-intensive, contact-intensive, and knowledge-intensive services. Provide a specific example of each type, considering physical and digital channels. Does the type of consumer differ for each type of service business? Why or why not?arrow_forward
- The Federal Aviation Administration posts monthly percentage on-time arrival data for all the major airlines on its website. Some airlines are regularly on the top of the list, while others are frequently on the bottom of the list. What type of service gap does this list illustrate? What can airlines on the bottom of the list do to address this gap?arrow_forwardExplain the concept of service discovery and its importance in a service-oriented system.arrow_forwardDiscuss the ethical implications of sharing and monetizing services in a service-oriented ecosystem.arrow_forward
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