Chapter 2 - Gaps Model of Services Quality Flashcards Preview

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Flashcards in Chapter 2 - Gaps Model of Services Quality Deck (23):
1

What is the customer gap?

inbetween expected service and perceived service is the CUSTOMER GAP.

 

The difference between what is perceived and expected. Such as actual restaurant wait times and perceived wait times

2

What are 4 Provider Gaps leading to the customer gap in order?

1. Not knowing what customers expect

2. Not selecting the right service designs and standards

3. Not delivering to servie standards

4. Not matching performances to promises

3

Whats the difference between not selecting the right service designs and standards, and not deliver to service standards

So the first is designing the ideal level of service standards, the second is what the service is actually delivering compared to their designed ideal.

4

What is the 1st provider gap?

The listening gap

5

What is the listening gap?

4 causes

When marketing research orientation is inadequate 

lack of upward communication

insufficient relationship focus

and inadequate service recovery

6

What are the evidence of the service design and standards gap?

 

3 things

1. Poor service design

2. Absence of customer driven standards

3. Inappropriate physcical evidence and servicescape

7

What are the 4 pieces of the service performance gap?

1. HR policy deficiencies

2. Failure to match supply and demand

3. Customers not fulfilling roles

(an example is 3 Ontario girls holding up the Petes salad bar because they've never been)

4. Problems with service intermediaries

8

What are 5 pieces of the communications gap?

1. Lack of integrated services marketing communications

2. Ineffective management of customers expectations

3. Overpromising

4. Inadequate horizontal communications

5. inappropriate Pricing

9

Be able to draw the Gaps Model of Service Quality

Find in ch 2 slides

10

What are the 3 overall strategic assessments when using the Gap analysis?

1. How are we doing overall in meeting or exceeding customer expectations

2. How are we doinng overall in closing the four company gaps?

3. Which gaps represent our strengths and where are our weaknesses?

11

What are the 3 questions to ask when looking at specific service implementation and using gap analysis?

1. Who is the customer? What is the service?

2. Are we consistently meeitng/exceeding customer expectations

3. If not, where are the gaps and what changes are needed

12

What is the customer gap?

the gap between expected service and perceived service

13

In order for the customer gap to be closed, what else needs closing?

The 4 provider gaps

 

14

What are the 4 provider gaps?

Gap 1: The listening gap

Gap 2: The service design and standards gap

Gap 3: The Service performance Gap

Gap 4: The communication gap

15

What are the 4 key factors leading to provider gap 1: the listening gap?

1. Inadequate customer research

2. Lack of upward communication

3. Insufficient relationship focus

4. Inadequate service recovery

16

What are the two ends to gap 1?

Customer expectatios, and company perceptions of customer expectations

17

What are the two ends to gap 2?

Customer-driven service designs and standards

Management perceptions of customer expectations

18

What are the two ends to gap 3?

 

Customer driven service designs and standards

Service delivery

19

What are the two ends to gap 4?

Service delivery

External communciations to customers

20

What are the three key factors to provider gap 2: Service Design and Standards Gap?

1. Poor service design

2. Absence of customer driven standards

3. Inappropriate physical evidence and servicescape

21

What are servicescapes?

These are the indoor and outdoor physicla environment of service

22

What are the 4 factors with provider gap 3: the service performance gap?

1. Deficiencies in human resource policies

2. Failure to match supply and demand

3. Customers not fulfilling roles

4. Problems with service intermediaries

23

What are the 5 factors with provider gap 4: The communication gap?

1. Lack of integrated services marketing communications

2. Ineffective management of customer expectations

3. Over promising (or underpromising)

4. Inadequate horizontal communications

5. Inappropriate pricing (by raising expectations)

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