The Gaps Model of Service Quality Chapter2-1 2 The Customer Gap – Gap 5 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 – The Communication Gap not matching performance to promises Putting It All Together: Closing the Gaps McGraw-Hill/Irwin Copyright © 2009
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Summary Gap is proposing to bring a new product of fast food into the market. Nowadays fast food has become one of the popular selections for people in their lifestyle‚ so Gap is planning to venture into the fast food industry with the new slogan; Fast Food Can Be An Icon Of Fashion. The target audiences are customers of Gap and also tourists around Malaysia of ages from 18 – 28. Objective: 1. Using posters‚ internet‚ and online advertising to convince customers in Gap store that Gap is opening
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International Public Management Association for Human Resources Conducting an HR Audit: How HR Can Better Measure the Effectiveness of its Functions and Programs? By Judith Brown‚ Director of Research International Public Management Association for Human Resources 1617 Duke Street Alexandria‚ VA 22314 (703)-549-7100 http://www.ipma-hr.org Introduction Conducting an HR Audit---How HR Can Better Measure the Effectiveness of its Functions and Programs By Judith Brown‚ Director
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The Strategic Human Capital Case Study Ecolab‚ Inc. The Johns Hopkins University Carey Business School Case Study --- Ecolab‚ Inc. Question 1: How does Ecolab make money? What is Ecolab’s competitive advantage? There are several reasons that Ecolab makes money. Firstly‚ from 1985‚ Ecolab implemented a new strategy called “Circle the customer‚ circle the globe”. That was a strategy that providing to Ecolab’s principal customers total solutions – both products and services
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CASE: ICS. INC Table of Contents 1. EXECUTIVE SUMMARY 3 2. INTRODUCTION 4 2.1. Overview of ICS‚ Inc Case Study 4 2.2. Identified problems within ICS. 5 3. PROPOSED SOLUTIONS TO THE IDENTIFIED PROBLEMS. 7 4. BIBLOGRAPHY 12 1. EXECUTIVE SUMMARY ICS‚ Inc (herein refer to as ICS) is an information system consulting firm made up of 20 employees‚ it is owned by Ivana. Their core business is designing and implementation of information technology for small and medium-size businesses in the
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Polytechnic of Rijeka‚ Croatia The purpose of the study is to examine customers’ perceptions of service quality in the Croatian hotel industry. The aim is to assess the perceived service quality of hotel attributes and to determine the factor structure of service quality perception. A modified s e rv q ua l scale was used to assess service quality perceptions from the perspective of domestic and international tourists. Data were collected in 15 hotels in the Opatija Riviera (Croatia)‚ using
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Target Market 8 Channel of Distribution 9 Competitive Advantage 10 Supply and Demand Analysis 11 Historical Supply Analysis 12 Historical Demand Analysis 14 Historical Supply and Demand Gap Analysis 14 Projected Supply Analysis 15 Projected Demand 16 Projected Supply and Demand Gap 17 Price study 18 Factors Affecting the Market 20 Marketing Programs 21 Action Plan of the Service 22 Chapter II 24 Technical Study 24 Product Description 24 Manufacturing Process 26
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GREAT LAKES INSTITUTE OF ENERGY MANAGEMENT & RESEARCH‚ GURGAON STRATEGIC MANAGEMENT PROJECT REPORT STRATEGY MANAGEMENT AT APPLE‚ INC. 1. 2. 3. 4. 5. PRESENTED BY: Group 11 Kapil Bhati (19) Kumar Rathnam (21) N Praveen Kumar (29) Nikhil Yadav (30) Sharath Babu (46) Date: April 3‚ 2012 Contents 1. 2. INTRODUCTION .................................................................................................................. 3 APPLE: BRIEF HISTORY ..........................
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2.3.3 Bargaining power of customers 10 2.3.4 Threat of new entrants 10 2.3.5 Threat of Substitutes 10 2.4 Strategic group mapping 12 2.5 Competitive Profile Matrix 14 2.5 7s model 15 2.5.1 7s Model Components: 15 2.5.2 Strategy: 16 2.5.3 Structure: 17 2.5.4 Systems: 18 2.5.5 Values of the Company: 18 2.5.6 Style: 20 2.5.7 Staff: 20 2.5.8 Skills: 21 2.6 Core competences VRIO analysis 21 2.6 IFE Matrix for PCs 23 2.7 EFE Matrix for PCs 24 2.9 SPACE Matrix 25 2.10 Grand Strategy Matrix
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CSC 2201 Programme: BBADI Group Members: Tham Chee Shen Lee Ping Wei Tan Kitt Voon Lim Soon Yik Table of contents Contents | Page | Chapter 1: Overview of Apple Inc 1.1 History 1.2 Mission and Vision 1.3 Business process 1.4 Organization structure | 1-5 | Chapter 2: Information System 2.1 Training Needs Analysis 2.2 Web-Based Application 2.3 Customer Relationship Management | 6-8 | Chapter 3: Information Requirements 3.1 From Strategic
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