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
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Service-quality dimensions Although there is general agreement that service quality has many dimensions (Gro¨nroos‚ 1982‚ 1990; Berry et al.‚ 1985; Parasuraman et al.‚ 1985)‚ there is no consensus on the exact nature and content of these dimensions (Brady and Cronin‚ 2001). Lehtinen and Lehtinen (1982) defined service quality in terms of physical quality‚ interactive quality‚ and corporate (image) quality. Physical quality relates to the tangible aspects of a service. Interactive quality refers
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Chapter 4: Internal analysis - Structure 4.1 Analysis of the value chain: Primary activities: Inbound logistics: * Focus upon the relationship with supplier‚ how they manage to secure deliverance of high quality coffee beans. Communication and contracts with green coffee suppliers Operations: * How Starbucks operations are conducted?‚ Starbucks own stores‚ expand on how many and how the procedure is (licensing etc) Outbound Logistics: * How do they sell their coffee
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How can Quality‚ Time and Cost be balanced? “Quality” does not come about by accident; it is achieved through careful planning and execution. Customers regardless of who they may be deserve the best quality product your department can supply. As part of the planning process‚ it’s important to ensure you have a good understanding of the quality level your customers require and expect from the product you are providing. “Quality is the characteristics of a product‚ system‚ service or process
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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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GGIESBURGER – THE VEGETARIAN BURGER A Marketing Plan Submitted to Professor Virginia Salonga Of Colegio de San Juan de Letran In Partial Fulfillment of the Requirements For the Course By MAXINO‚ JED ARLO LEONOR‚ JOANNA MENDOZA‚ MARK LISING‚ JESUS MIQUE‚ KIM MK1C [pic] Introducing the healthier way of eating in a fast food…. BURGER MACHINE’S NEW GgiesBurger!!! [pic] The Vegetarian Burger OUTLINE I. Executive Summary II. Current Marketing Situation III. SWOT Analysis
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Manage quality customer service SECTION 1 Assessment Activity 1 Develop and document‚ on behalf of an organization for which you do or might work‚ a detailed process whereby it will possible to investigate‚ identify‚ assess and include the needs of customers in planning processes. Private Schooling The first process is investigating why Parents would choose Private Schooling for their child/ren. The School would investigate the following. Investigate the needs of families in the local area
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Case 7-3 Quality Metal Service Center 1. Is the capital investment proposal described in Exhibit 3 and attractive one for Quality Metal Service Center? The project evaluation seems to be beneficial to the company: A. Payback period: 4.5 years less than the company’s criterion of 10 years B. Internal rate of return: 21.8% c. Net present value (at 15% cost of capital): $286‚000 The proposal seems to be an attractive one due to the fact that there seems to be a need in the district for this
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MINUTE BURGER Chapter I. Company name: Leslie Corporation Address: AB Fernandez Dagupan City Branch Contact person: Leslie Corporation‚ Franchising Department 4 Dama de Noche St.‚ UPS 4‚ Paranaque City Tel: (02) 776-7740‚ 823-2566 loc. 269 Email: info@minuteburger.com Web: www.minuteburger.com 1.2 Minute burger‚ a newly founded business which majors in Pangasinan deals with the all new popular buy one take one burgers. Minute burger majorly functions in the selling of burgers‚ prepared
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Case 1-Ramly Burger Question 1 What are the likely advantages of Ramly Burger of using the agents as its main distributor especially to large retailers? In understanding marketing channels‚ it is important to know the reasons for the existence of channel structures. These structures typically called intermediaries because they stand between production on one side and consumption on the other. Intermediaries also known as an agent. Channels evolve through the need for specialized functions which
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