Objectives for Chapter 2: The Gaps Model of Service Quality

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Objectives for Chapter 2The Gaps Model of
Service Quality

• Introduce a framework, called the gaps model of
  service quality, which is used to organize this
  textbook.
• Demonstrate that the gaps model is a useful
  framework for understanding and managing service
  quality.

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Figure 2.6Gaps Model of Service Quality
Expected Service
CUSTOMER
Customer Gap
Perceived Service
External Communications to Customers
COMPANY
Service Delivery
Gap 4
Gap 3
Customer-Driven Service Designs and Standards
Gap 1
Gap 2
Company Perceptions of Consumer Expectations
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Figure 2.1The Customer Gap
Expected service
Customer Gap
Perceived service
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Gaps Model of Service Quality

• Customer Gap
• difference between customer expectations and
  perceptions
• Provider Gap 1 (The Knowledge Gap)
• not knowing what customers expect
• Provider Gap 2 (The Service Design Standards
  Gap)
• not having the right service designs and
  standards
• Provider Gap 3 (The Service Performance Gap)
• not delivering to service standards
• Provider Gap 4 (The Communication Gap)
• not matching performance to promises

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Key Factors Leadingto the Customer Gap
Customer Expectations
Customer Perceptions
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Figure 2.2 Key Factors Leading to Provider Gap 1
Customer Expectations
Company Perceptions of Customer Expectations
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Figure 2.3Key Factors Leading to Provider Gap 2
Customer-Driven Service Designs and Standards
Management Perceptions of Customer Expectations
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Figure 2.4Key Factors Leading to Provider Gap 3
Customer-Driven Service Designs and Standards
Service Delivery
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Figure 2.5Key Factors Leading to Provider Gap 4
Service Delivery
External Communications to Customers