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Copyright © 2013 by The McGraw-Hill Companies, Inc. All ri Copyright © 2013 by The McGraw-Hill Companies, Inc. All ri

Copyright © 2013 by The McGraw-Hill Companies, Inc. All ri - PowerPoint Presentation

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Copyright © 2013 by The McGraw-Hill Companies, Inc. All ri - PPT Presentation

McGrawHillIrwin Chapter 2 Conceptual Framework of the Book The Gaps Model of Service Quality The Customer Gap The Provider Gaps Gap 1 The Listening Gap not knowing what customers expect ID: 293065

service gap gaps customer gap service customer gaps provider expectations quality company factors model performance key leading standards gapnot

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Slide1

Copyright © 2013 by The McGraw-Hill Companies, Inc. All rights reserved.

McGraw-Hill/IrwinSlide2

Chapter

2

Conceptual Framework of the Book:

The Gaps Model of Service Quality

The Customer Gap

The Provider Gaps:

Gap 1 – The Listening Gapnot knowing what customers expectGap 2 – The Service Design and Standards Gapnot having the right service designs and standardsGap 3 – The Service Performance Gapnot delivering to service standardsGap 4 – The Communication Gapnot matching performance to promisesPutting It All Together: Closing the Gaps

2-

2Slide3

Objectives for Chapter 2:The Gaps Model of Service QualityIntroduce the framework, called the gaps model of service quality, used to organize this textbook.

Demonstrate that the gaps model is a useful framework for understanding service quality in an organization.Demonstrate that the most critical service quality gap to close is the customer gap, the difference between customer expectations and perceptions.

Show that four gaps that occur in companies, which we call provider gaps, are responsible for the customer gap.

Identify the factors responsible for each of the four provider gaps.

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3Slide4

The Customer Gap

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4Slide5

Customer Expectations

Customer

Perceptions

Key Factors Leading

to the Customer Gap

Customer

Gap

2-

5Slide6

Gaps Model of Service QualityCustomer Gap:

difference between customer expectations and perceptionsProvider Gap 1 (Listening Gap):

not knowing what customers expect

Provider Gap 2 (

Service Design & Standards Gap):not having the right service designs and standardsProvider Gap 3 (Service Performance Gap):not delivering to service standardsProvider Gap 4 (

Communication Gap):not matching performance to promises

2-6Slide7

Company perceptions of customer expectations

Customer expectations

CUSTOMER

COMPANY

Gap 1:

The Listening Gap

Provider Gap 1

Perceived Service

2-

7Slide8

Key Factors Leading to Provider Gap 1

2-

8Slide9

CUSTOMER

COMPANY

Gap 2: The

Service Design

and Standards Gap

Customer-driven

service designs and standards

Company perceptions of customer expectations

Provider Gap 2

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9Slide10

Key Factors Leading to Provider Gap 2

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10Slide11

CUSTOMER

COMPANY

Service delivery

Gap 3: The

Service Performance Gap

Customer-driven

service designs and standards

Provider Gap 3

2-

11Slide12

Key Factors Leading to Provider Gap 3

2-

12Slide13

CUSTOMER

COMPANY

External communications to customers

Gap 4: The Communication Gap

Provider Gap 4

Service delivery

2-

13Slide14

Key Factors Leading to Provider Gap 4

2-

14Slide15

Gaps Model of Service Quality

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15Slide16

Ways to Use Gap Analysis Overall Strategic Assessment:How are we doing overall in meeting or exceeding customer expectations?

How are we doing overall in closing the four company gaps?Which gaps represent our strengths and where are our weaknesses?

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16Slide17

Ways to Use Gap AnalysisSpecific Service ImplementationWho is the customer? What is the service?

Are we consistently meeting/exceeding customer expectations with this service?If not, where are the gaps and what changes are needed? (Examine gaps 1-4 for this particular service.)

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17