The Gaps Model of ServiceQuality课件.pptVIP

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The Gaps Model of ServiceQuality课件.ppt

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2-* The Gaps Model of ServiceQuality The Customer Gap The Provider Gaps: Gap 1 – The Listening Gap not knowing what customers expect Gap 2 – The Design and Standards Gap not having the right service designs and standards Gap 3 – The Performance Gap not delivering to service standards Gap 4 – The Communication Gap not matching performance to promises Putting It All Together: Closing the Gaps Chapter 2 The Customer Gap Customer Expectations Customer Perceptions Key Factors Leadingto the Customer Gap Customer Gap Company Perceptions of Consumer Expectations Expected Service CUSTOMER COMPANY Gap 1: The Listening Gap Provider Gap 1 Perceived Service Key Factors Leading to Provider Gap 1 CUSTOMER COMPANY Gap 2: The Design and Standards Gap Customer-Driven Service Designs and Standards Company Perceptions of Consumer Expectations Provider Gap 2 Key Factors Leading to Provider Gap 2 CUSTOMER COMPANY Service Delivery Gap 3: The Performance Gap Customer-Driven Service Designs and Standards Provider Gap 3 Key Factors Leading to Provider Gap 3 CUSTOMER COMPANY External Communications to Customers Gap 4: The Communication Gap Provider Gap 4 Service Delivery Key Factors Leading to Provider Gap 4 Gaps Model of Service Quality Multimedia Lecture Support Package to Accompany Services Marketing Multimedia Lecture Support Package to Accompany Services Marketing Multimedia Lecture Support Package to Accompany Services Marketing Multimedia Lecture Support Package to Accompany Services Marketing Multimedia Lecture Support Package to Accompany Services Marketing Multimedia Lecture Support Package to Accompany Services Marketing Multimedia Lecture Support Package to Accompany Services Marketing Multimedia Lecture Support Package to Accompany Services Marketing Multimedia Lecture Support Package to Accompany Services Marketing Multimedia Lecture Support Package to Accompany Services Marketing Multimedia Lecture Support Package to Accompany Services Marketing 2-* Multime