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Unformatted text preview: ysis
1. Research gap
customer expectations<->mgt. perceptions
2. Planning & design gap
mgt. perceptions<->service specifications
3. Implementation gap
service specifications<->service delivery
4. Communication gap
service delivery<->external communication
5. Reality gap
customer expectations<->the experience
copyright Art Weinstein, Ph.D., 2011 6 Zemke’s Keys: 9 Principles of Service Quality
Listening precedes action Reliability is key Flawless execution of the “basics” Pay attention to service design Perform service recovery well Surprise customers Practice “fair play” Promote teamwork Internal service begets external service http://www.youtube.com/watc...
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This document was uploaded on 02/14/2014 for the course CRM 3550 at Nova Southeastern University.
- Fall '14