MBA全套教材-服务市场2(6个)英文.pptVIP

THE BIG PICTURE: CLOSING ALL THE GAPS McGraw-Hill ? 2000 The McGraw-Hill Companies * S M S M McGraw-Hill ? 2000 The McGraw-Hill Companies Part 6 S M McGraw-Hill ? 2000 The McGraw-Hill Companies Chapter 18 THE INTEGRATED GAPS MODEL OF SERVICE QUALITY Perceived Service Expected Service CUSTOMER COMPANY Customer Gap GAP 1 GAP 2 Gaps Model of Service Quality GAP 3 External Communications to Customers GAP 4 Service Delivery Customer-Driven Service Designs and Standards Company Perceptions of Consumer Expectations Figure 18-1 Customer Expectations Customer Perceptions Figure 18-2 Key Factor