The Service Gap Model

Question 1

How many components are in the Service Quality Gap Model?

Answer 1

5

• Knowledge Gap
• Standards Gap
• Delivery Gap
• Communication Gap
• Expectations Gap

Question 2

Knowledge Gap

Answer 2

there is a disconnect between what a customer wants or expects in service quality and what the management team of the service provider thinks the customer wants or expects from the service delivery

• ex. when I go to get a haircut, I expect it to finish in 30 minutes, but management might think I am comfortable with an hour-long haircut

Question 3

Standards Gap

Answer 3

there is a difference between what the management team wants and the actual service delivery specification that management develops for employees to follow in delivering the service

• ex. I understand the customer wants to finish in 30 minutes or less, but I haven’t communicated that to my employees

Question 4

Delivery Gap

Answer 4

there is a disconnect between the service standard and the actual service delivered to the customer

Question 5

Communications Gap

Answer 5

there is a difference in what the customer is told they can expect and what service is actually delivered

• ex. telling customers you can provide 50 different types of massages when you only provide 3

Question 6

Expectations Gap

Answer 6

there is a difference in what the customer expects from the service (before consumption or purchase) and what the customer perceives of the service after it has been provided