服务质量差距（Service quality gap）.docVIP

服务质量差距（Service quality gap） Service quality is a function of the service quality gap, gap between the various measurement within the enterprise is to effectively measure the quality of service means, the greater the gap, the customer service quality for the enterprises is not satisfactory, therefore, gap analysis can serve as a complex process control of the starting point, provide the basis for the improvement of service quality. Therefore, in the past 20 years, the study of the quality of service gap has become the focus of scholars. Since PZB and others put forward the five gap model, the model has been continuously improved and expanded in the field of hotel service quality research. These extensions are mainly based on three levels of customers, managers at all levels and front-line staff, using qualitative or quantitative two research methods. 1, five gap model research PZBs five gap model has been widely used in hotel quality management research. Scholars have studied the model in light of the characteristics of the hotel industry. These gaps include: Gap 1: the gap between managers perceptions of customer expectations and customer expectations. It measures whether managers really understand the needs and expectations of their customers. Successful service starts with the correct evaluation of the customers expectation by the manager. If they dont understand the customers expectation, they may lead to a series of bad decisions, which leads to the decrease of customer perceived service quality. Gap 2: the gap between managers perceptions of customer expectations and hotel service quality standards. Even if managers have a good sense of customer expectations, they are still faced with the challenge of translating that information into service standards. Gap 3: the gap between service quality standards and service delivery process. The gap is mainly due to the lack of service willingness and service ability of front-line employees. Because it belongs to the labo