Chapter 5 the gaps model of service quality

Question 1

The customer gap (gap 5)

Answer 1

the difference between the customer’s expectations and perceptions

Question 2

expectations

Answer 2

standards that customers bring to the service experience

Question 3

perceptions

Answer 3

subjective assessments of actual service experiences

Question 4

Provider gap 1

Answer 4

‘Not knowing what customers expect’. Describes the difference between customer expectations of service and a company’s understanding of those expectations

Question 5

Provider gap 2

Answer 5

‘Not selecting the right service quality designs and standards’. Difference between the company’s understanding of customer expectations and the development of customer-driven service designs and standards

Question 6

Provider gap 3

Answer 6

’ Not delivering to service design and standards’. Difference between the development of customer performance by the company’s employees

Question 7

Provider gap 4

Answer 7

’ Not-matching performance promises’. Difference between service delivery and service providers external communications