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McGraw-Hill/Irwin © 2018 The McGraw-Hill Companies, All Rights Reserved
Chapter 2-‹#›
Chapter
2
Conceptual Framework of the Book: The Gaps Model of Service Quality
The Customer Gap
The Provider Gaps:
Gap 1 – The Listening Gap
not knowing what customers expect
Gap 2 – The Service Design and Standards Gap
not having the right service designs and standards
Gap 3 – The Service Performance Gap
not delivering to service standards
Gap 4 – The Communication Gap
not matching performance to promises
Putting It All Together: Closing the Gaps
McGraw-Hill/Irwin © 2018 The McGraw-Hill Companies, All Rights Reserved
Chapter 2-‹#›
Objectives for Chapter 2: The Gaps Model of Service Quality
Introduce the framework, called the gaps model of service quality, used to organize this textbook.
Demonstrate that the gaps model is a useful framework for understanding service quality in an organization.
Demonstrate that the most critical service quality gap to close is the customer gap, the difference between customer expectations and perceptions.
Show that four gaps that occur in companies, which we call provider gaps, are responsible for the customer gap.
Identify the factors responsible for each of the four provider gaps.
McGraw-Hill/Irwin © 2018 The McGraw-Hill Companies, All Rights Reserved
Chapter 2-‹#›
The Customer Gap
McGraw-Hill/Irwin © 2018 The McGraw-Hill Companies, All Rights Reserved
Chapter 2-‹#›
Customer Expectations
Customer
Perceptions
Key Factors Leading to the Customer Gap
Customer
Gap
McGraw-Hill/Irwin © 2018 The McGraw-Hill Companies, All Rights Reserved
Chapter 2-‹#›
Gaps Model of Service Quality
Customer Gap:
difference between customer expectations and perceptions
Provider Gap 1 (Listening Gap):
not knowing what customers expect
Provider Gap 2 (Service Design & Standards Gap):
not having the right service designs and standards
Provider Gap 3 (Service Performance Gap):
not delivering to service standards
Provider Gap 4 (Communication Gap):
not matching performance to promises
McGraw-Hill/Irwin © 2018 The McGraw-Hill Companies, All Rights Reserved
Chapter 2-‹#›
Company perceptions of customer expectations
Customer expectations
CUSTOMER
COMPANY
Gap 1:
The Listening Gap
Provider Gap 1
Perceived Service
McGraw-Hill/Irwin © 2018 The McGraw-Hill Companies, All Rights Reserved
Chapter 2-‹#›
Key Factors Leading to Provider Gap 1
McGraw-Hill/Irwin © 2018 The McGraw-Hill Companies, All Rights Reserved
Chapter 2-‹#›
CUSTOMER
COMPANY
Gap 2: The Service Design and Standards Gap
Customer-driven
service designs and standards
Company perceptions of customer expectations
Provider Gap 2
McGraw-Hill/Irwin © 2018 The McGraw-Hill Companies, All Rights Reserved
Chapter 2-‹#›
Key Factors Leading to Provider Gap 2
McGraw-Hill/Irwin © 2018 The McGraw-Hill Companies, All Rights Reserved
Chapter 2-‹#›
CUSTOMER
COMPANY
Service delivery
Gap 3: The Service Performance Gap
Customer-driven
service designs and standards
Provider Gap 3
McGraw-Hill/Irwin © 2018 The McGraw-Hill Companies, All Rights Reserved
Chapter 2-‹#›
Key Factors Leading to Provider Gap 3
McGraw-Hill/Irwin © 2018 The McGraw-Hill Companies, All Rights Reserved
Chapter 2-‹#›
CUSTOMER
COMPANY
External communications to customers
Gap 4: The Communication Gap
Provider Gap 4
Service delivery
McGraw-Hill/Irwin © 2018 The McGraw-Hill Companies, All Rights Reserved
Chapter 2-‹#›
Key Factors Leading to Provider Gap 4
McGraw-Hill/Irwin © 2018 The McGraw-Hill Companies, All Rights Reserved
Chapter 2-‹#›
Gaps Model of Service Quality
McGraw-Hill/Irwin © 2018 The McGraw-Hill Companies, All Rights Reserved
Chapter 2-‹#›
Ways to Use Gap Analysis
Overall Strategic Assessment:
How are we doing overall in meeting or exceeding customer expectations?
How are we doing overall in closing the four company gaps?
Which gaps represent our strengths and where are our weaknesses?
McGraw-Hill/Irwin © 2018 The McGraw-Hill Companies, All Rights Reserved
Chapter 2-‹#›
Ways to Use Gap Analysis
Specific Service Implementation
Who is the customer? What is the service?
Are we consistently meeting/exceeding customer expectations with this service?
If not, where are the gaps and what changes are needed? (Examine gaps 1-4 for this particular service.)
McGraw-Hill/Irwin © 2018 The McGraw-Hill Companies, All Rights Reserved
Chapter 2-‹#›
Provider Gap 1: Not knowing what customers expect
Provider Gap 2: Not having the right service designs and standards
Provider Gap 3: Not delivering to service standards
Provider Gap 4: Not matching performance to promises
· Provider Gap 1: Not knowing what customers expect
· Provider Gap 2: Not having the right service designs and standards
· Provider Gap 3: Not delivering to service standards
· Provider Gap 4: Not matching performance to promises
