Lesson 23

Question 1

Gap analysis

Answer 1

For customers, Addressing the gap between their perceived and expected service. For the marketer the gap analysis would look at several gaps such as managements perceptions of the consumers expectations and the consumers expected service. By understanding gaps marketers can learn what needs to be addressed in future strategic and marketing mix decisions

Question 2

SERVQUAL

Answer 2

I’m not all that measures service quality through five dimensions:
Tangibles, reliability, responsiveness, assurance and empathy

Question 3

Service blueprints

Answer 3

To visualize the customer experience in relationships among all service components

Question 4

In-service blueprint moment of truth occur above the line invisibility

Question 5

What is the purpose of a service blueprint

Answer 5

Service blueprints a complete Victoria design and flow chart of all a services activities from the first customer contact to the actual delivery of the service