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
Premium Design Customer service Service
Gaps Model of Service Quality The 4 gaps in the Gaps Model are knowledge gap‚ standards gap‚ delivery gap and communication gap. Knowledge gap is the difference between customers’ expectations and the retailer’s perception of these customer’s expectations. This occurs when a person do not know what the customers expect or want. By applying knowledge gap to H&M retail store‚ it refers to the salesperson not knowing what their customers expect/want. For example‚ a customer visiting the H&M
Premium Customer service Sales Retailing
PROJECT SYNOPSIS ON POINT OF SALE Submitted as partial fulfillment for project of Master in Computer Application 6th sem Session 2011-12 By Payal Tyagi 0945914076 Under the guidance of Neetu Sharma ACKNOWLEDGEMENT Being humble towards the people who guided me in my work or helped me out is one of the most important aspects to be considered at the completion of your work. Following this tradition‚ I would materialize
Premium Data flow diagram Sales Customer service
TOPIC: Impact of Indian Organized Retail Chains On Unorganized Retail Sector India is in the midst of a retail boom. The sector witnessed significant transformation in the past decade and that is unorganized family-owned retail formats to organized retailing. Many international brands have entered the market. With the growth in organized retailing‚ unorganized retailers are fast changing their business models. However‚ retailing is one of the few sectors where foreign direct investment (FDI) is
Premium Retailing Shopping mall
(FDI) IN INDIA SERVICE SECTOR (A STUDY OF POST LIBERALIZATION) Dr. Arjun Singh Sirari‚ Principal‚ Government UG College‚ Satpuli (Pauri)‚ Uttarakhand Mr. Narendra Singh Bohra‚ Assistant Professor‚ Faculty of Management‚ Graphic Era University‚ Dehradun ABSTRACT FDI is a tool for economic growth through its strengthening of domestic capital‚ productivity and employment. FDI also plays a vital role in the up gradation of technology‚ skills and managerial capabilities in various sectors of the economy
Premium Economy Tertiary sector of the economy Investment
REVERSE LOGISTICS: CHALLENGES AND ISSUES FACED BY THE MAJOR RETAIL PLAYERS IN THE UK. INTRODUCTION: “In the sweat of your face you shall eat bread till you return to the ground‚ for out of it you were taken; For dust you are‚ And to dust you shall return.” Genesis 3:19. Effective and efficient management of product returns is an intriguing practical and research question. Growing green concerns and advancement of reverse logistics (RL) concepts and practices make it all the more relevant
Premium Logistics
“A COMPARITIVE STUDY ON PREFERENCE OF SOFT DRINKS IN YOUTH REPORT Submitted to: Submitted by: DR. RAJKUMAR CHIRAG GUPTA Roll no. 5382 MBA 5.4 MASTER OF BUSINESS ADMINISTRATION [pic] INSTITUTE OF MANAGEMENT STUDIES AND RESEARCH MDU‚ROHTAK 2010-2011 DECLARATION I Chirag Gupta‚ student of 5 year M.B.A 4th semester of Institute of
Premium Coca-Cola Soft drink Pepsi
History of the Gaps Model The gaps model of service quality was first developed by a group of authors at Texas A&M and North Carolina Universities‚ in 1985. Based on exploratory studies of service such as executive interviews and focus groups in four different service businesses‚ the authors proposed a conceptual model of service quality indicating that consumers’ perception toward a service quality depends on the gaps existing in organization – consumer environments. Theory of the Gaps Model Perceived
Premium Perception Customer service Philosophy of perception
undertake a full company analysis and share price estimate for the GAP. The case report should be presented as a formal report document of about 8 pages (not including supporting spreadsheets) and all students must sign the final report affirming that they made an equal contribution. To undertake the project you are provided with: i. A handout that details the background‚ analyst recommendations and financial data of the GAP ; ii. Chapter 6 of Palepu et al.‚ “Business Analysis and Valuation” available
Premium Financial ratio Financial ratios
Retail Service Mix 2 – Location Management In this report i will discuss the stages of location and what may prevent them from happening. I will also include the methods of catchment‚ site selection analysis and comparison. I will also discuss the importance of store location and the recent changes in Marks and Spencers. 1. McGoldrick believes that there are 3 stages in discovering the perfect location for a new store‚ Search‚ Viability and Micro. Search is identifying a location where
Premium Retailing Shopping mall