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The Gaps Model of ServiceQuality课件.ppt


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The Gaps Model of ServiceQuality课件.ppt
文档介绍:
The Gaps Model of Service Quality
The Customer Gap
The Provider Gaps:
Gap 1 – The Listening Gap
not knowing what customers expect
Gap 2 – The Design and Standards Gap
not having the right service designs and standards
Gap 3 – The Performance Gap
not delivering to service standards
Gap 4 – munication Gap
not matching performance to promises
Putting It All Together: Closing the Gaps
Chapter
2
The Customer Gap
Customer Expectations
Customer
Perceptions
Key Factors Leading to the Customer Gap
Customer
Gap
Company Perceptions of Consumer Expectations
Expected Service
CUSTOMER
COMPANY
Gap 1:
The Listening Gap
Provider Gap 1
Perceived Service
Key Factors Leading to Provider Gap 1
CUSTOMER
COMPANY
Gap 2: The Design and Standards Gap
Customer-Driven
Service Designs and Standards
Company Perceptions of Consumer Expectations
Provider Gap 2
Key Factors Leading to Provider Gap 2
CUSTOMER
COMPANY
Service Delivery
Gap 3: The Performance Gap
Customer-Driven
Service Designs and Standards
Provider Gap 3
Key Factors Leading to Provider Gap 3
CUSTOMER
COMPANY
munications to Customers
Gap 4: munication Gap
Provider Gap 4
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