服务营销5个gap.docVIP

The Gaps Model of Service Quality ——Analysis of DM Salon Course Name: Services Marketing Instructor:  Student Name and ID: Content Introduction The Customer Gap The customer expectation of DM The customer perception of DM Recommendations to close the Customer gap The Provider Gaps Gap 1: The Listening Gap Gap 2: The Service Design and Standards Gap Gap 3: The Service Performance Gap Gap 4: The Communication Gap Conclusion Appendix 1: Gaps Model of Service Quality Appendix 2: Service Blueprint of Dream Magic Introduction The Dream Magic was founded in 2003, which is headquartered in the most prosperous district of Chongqing Road of Changchun, capital of Jilin Province. Neat office environment comprehensive management system and management consultancy provide the effective business security and management system. In 2006, Dream Magic set up its headquarters in Hong Kong and now has 28 of Direct chain, which have 5 over thousands of square shop, 300 technical consultants shop. DM created a dream shear technology which suit the Asian, that has its own products factory. And it is the only one with its own original haircut and hair salon business brand. DM brand is renowned in Asia.The Dream Magic Salon Business School strongly build the high-end technology, their education team traveled around the country, and towards Asia.The Dream Magic aspiring to lead China most cutting-edge hair technology, committing to be leader of local Chinese salon, and towards the world. THE CUSTOMER GAP The customer gap is the difference between customer expectations and perceptions. The customer expectation of DM Expectation for barbershop style:Popular leadership Fashion is the ideal style of young people. Now young people are more fashion, and always psychologically think that entering a fashion shop will be able to create a stylish self. But the premise is to be professional