Gap Model.pdf - Gap Model Customer Gap Expected Service How well does company understand the customers perception about the service How well does the

Gap Model.pdf - Gap Model Customer Gap Expected Service How...

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Gap Model
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Customer Gap Expected Service Perceived Service How well does the company understand expectations of Service Quality? How well does company understand the customers perception about the service?
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Provider Gap 1 : The Listening Gap Customers Expectation Business Perception of Customer Expectation Inadequate Market Research Lack of Upward communication Insufficient relationship focus Inadequate service recovery
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Provider Gap 2 – Not having the Right Service Quality Designs and Standards Customer driven service designs and standards Business Perception of Customer Expectation Poor Service Design
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