Services

McGraw-Hill/Irwin

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

Chapter

Conceptual Framework of the Book: The Gaps Model of Service Quality

2

2-2

Variations of the Gaps Model Five Service Quality Gaps

Variations of the Gaps Model
Six Service Quality Gaps

Variations of the Gaps Model
13 Service Quality Gaps (Gaps Model gone wild)

Chapter

Conceptual Framework of the Book: The Gaps Model of Service Quality
 The Customer Gap
 (Sometimes referred to as Gap 5)

2

 The Provider Gaps:
 Gap 1 – The Listening Gap
 not knowing what customers expect

 Gap 2 – The Service Design and Standards Gap
 not having the right service designs and standards

 Gap 3 – The Service Performance Gap
 not delivering to service standards

 Gap 4 – The Communication Gap
 not matching performance to promises

 Putting It All Together: Closing the Gaps

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Chapter

Conceptual Framework of the Book: The Gaps Model of Service Quality

2

• The Customer Gap
Chapter 3 – Customer Expectations of Service Chapter 4 – Customer Perceptions of Service

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Chapter

Conceptual Framework of the Book: The Gaps Model of Service Quality

2

• Gap 1 – Not Knowing What Customers Expect (The Knowledge Gap) Chapter 5 – Listening to Customers through Research Chapter 6 – Building Customer Relationships Chapter 7 – Service Recovery

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Chapter

Conceptual Framework of the Book: The Gaps Model of Service Quality

2

• Gap 2 – Not Having the Right Service Quality Designs and Standards (The Service Design and Standards Gap)
Chapter 8 – Service Innovation and Design Chapter 9– Customer-Defined Service Standards Chapter 10 – Physical Evidence and the Servicescape
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Chapter

Conceptual Framework of the Book: The Gaps Model of Service Quality

2

Gap 3 – Not Delivering to Service Standards (The Service Performance Gap) Chapter 11 – Employees’ Roles in Service Delivery Chapter 12