Service Quality Model: Bridging Gaps in Customer Expectations & Perceived Service, Study Guides, Projects, Research of Design

Download Service Quality Model: Bridging Gaps in Customer Expectations & Perceived Service and more Study Guides, Projects, Research Design in PDF only on Docsity! Service Quality A Model The Service Quality Model Word of Mouth Communications Expected Service Personal Needs Past Experience Communications to the consumer (Advertising) Perceived Service Service Delivery (including pre- and post-contacts) Consumer: Marketer: Translation of perceptions into Service Quality Design Management Perceptions of ConsumerExpectations GAP1 GAP2 GAP3 GAP5 GAP4 Inappropriate Quality Service Standards • Leadership commitment • “Can’t be done” - create possibilities • Standardise tasks • Goal setting - based on service goals The Service-Performance Gap. • Provide data on performance, on definition of standards for excellent service • Provide opportunity to change and to grow • Provide training - educate employees about customers • Harmonise roles - define in customer service terms • Develop team environment - work together • Empower people to solve problems • Provide support to employees to create high performance service The Promise-Delivery Gap • Break down barriers between departments • Communicate freely • Understand and mentor internal customers • Standardise and communicate policies and procedures • Communicate standards, policies and procedures to customers • Emphasise primary characteristics • Manage customer expectations