Case study analyze

sharontwliu

180329GAPSVisual.pdf

Home >Human Resource Management homework help >Case study analyze

Expected Service

Perceived Service

Service Delivery

External Communication

Translation of Perceptions to Specifications

(Operationalization)

Mgmt Perception of Expectations

WOM Personal Needs Past Experiences

HTMX31 – Model of Service Quality (GAPS). Based on the article: Zeithaml, V.A., Berry, L.L. & Parasuraman, A. (1988). Communication and Control Processes in the Delivery of Service Quality, Journal of Marketing 52(2), 35-48.

GAP 2

G A P 1

GAP 5

GAP 4

GAP 3

• • • •