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

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