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    Marketing of Services: Assignment On

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    prachi singh
    This document discusses the five gaps in service quality as proposed by Parasuraman, Zeithaml, and Berry. It describes each gap: 1) The customer gap between customer expectations and perceptions. 2) The knowledge gap between customer expectations and management perceptions. 3) The policy gap between management perceptions and service quality specifications. 4) The delivery gap between specifications and actual service delivery. 5) The communication gap between service delivery and external communications about the service.

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    Marketing of Services: Assignment On

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    prachi singh
    24 views3 pages
    This document discusses the five gaps in service quality as proposed by Parasuraman, Zeithaml, and Berry. It describes each gap: 1) The customer gap between customer expectations and perceptions. 2) The knowledge gap between customer expectations and management perceptions. 3) The policy gap between management perceptions and service quality specifications. 4) The delivery gap between specifications and actual service delivery. 5) The communication gap between service delivery and external communications about the service.

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    This document discusses the five gaps in service quality as proposed by Parasuraman, Zeithaml, and Berry. It describes each gap: 1) The customer gap between customer expectations and perceptions. 2) The knowledge gap between customer expectations and management perceptions. 3) The policy gap between management perceptions and service quality specifications. 4) The delivery gap between specifications and actual service delivery. 5) The communication gap between service delivery and external communications about the service.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    24 views3 pages

    Marketing of Services: Assignment On

    Uploaded by

    prachi singh
    This document discusses the five gaps in service quality as proposed by Parasuraman, Zeithaml, and Berry. It describes each gap: 1) The customer gap between customer expectations and perceptions. 2) The knowledge gap between customer expectations and management perceptions. 3) The policy gap between management perceptions and service quality specifications. 4) The delivery gap between specifications and actual service delivery. 5) The communication gap between service delivery and external communications about the service.

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    ASSIGNMENT ON

    MARKETING OF SERVICES

    NAME : PRACHI SINGH


    ROLL: 102/3
    SECTION B
    SERICE QUALITY GAP MODEL
    1. The Customer Gap:
    The Gap between Customer Expectations and Customer Perceptions.The customer
    gap is the difference between customer expectations and customer perceptions.
    Customer expectation is what the customer expects according to available
    resources and is influenced by cultural background, family lifestyle, personality,
    demographics, advertising, experience with similar products and information
    available online.
    2.The Knowledge Gap:
    The Gap between Consumer Expectation and Management Perception.The
    knowledge gap is the difference between the customer’s expectations of the service
    provided and the company’s provision of the service. In this case, managers are not
    aware or have not correctly interpreted the customer’s expectation in relation to the
    company’s services or products.
    3.The Policy Gap:
    The Gap between Management Perception and Service Quality
    Specification.According to Kasper et al, this gap reflects management’s incorrect
    translation of the service policy into rules and guidelines for employees. Some
    companies experience difficulties translating consumer expectation into specific
    service quality delivery. This can include poor service design, failure to maintain
    and continually update their provision of good customer service or simply a lack of
    standardisation. This gap may see consumers seek a similar product with better
    service elsewhere.
    4.The Delivery Gap:
    The Gap between Service Quality Specification and Service Delivery.This gap
    exposes the weakness in employee performance. Organisations with a Delivery
    Gap may specify the service required to support consumers but have subsequently
    failed to train their employees, put good processes and guidelines in action. As a
    result, employees are ill equipped to manage consumer’s needs.
    5.The Communication Gap: The Gap between Service Delivery and External
    Communications

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