Original Source:  Boundless Marketing

“LEARNING OBJECTIVE

List the GAP Model’s five contributory factors of unsuccessful customer service

KEY POINTS

GAP 1: Gap between consumer expectation and management perception: arises when the management or service provider does not correctly perceive what the customers wants or needs.

GAP 2 : Gap between management perception and service quality specification: this is when the management or service provider might correctly perceive what the customer wants, but may not set a performance standard.

GAP 3: Gap between service quality specification and service delivery: may arise pertaining to the service personnel. This could arise due to there being poor training, incapability or unwillingness to meet the set service standard.

GAP 4 : Gap between service delivery and external communication: consumer expectations are highly influenced by statements made by company representatives and advertisements. The gap arises when these assumed expectations are not fulfilled at the time of service delivery.

GAP 5: Gap between expected service and experienced service: this gap arises when the consumer misinterprets the service quality…”

 

http://oer2go.org/mods/en-boundless/www.boundless.com/marketing/textbooks/boundless-marketing-textbook/services-marketing-6/service-quality-51/the-gap-model-254-4140/index.html

http://oer2go.org/mods/en-boundless/www.boundless.com/marketing/textbooks/boundless-marketing-textbook/index.html

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