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    Customers' Expectations VS Management Perceptions

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    Aditya Shah
    The document outlines gaps between customer and management perceptions at a hair salon. Gap 1 shows that while management sees prices as providing quality, customers view them as steep, and mandatory services like shampooing and lack of parking as issues. Gap 5 indicates customers expect unique experiences and good service, but perceive little difference in cuts and understaffed, unfriendly employees. Gap 6 discusses gaps between what customers want - prompt service, quick cuts - and what employees focus on - managing queues, being cautious, and not making promises.

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    Customers' Expectations VS Management Perceptions

    Uploaded by

    Aditya Shah
    6 views6 pages
    The document outlines gaps between customer and management perceptions at a hair salon. Gap 1 shows that while management sees prices as providing quality, customers view them as steep, and mandatory services like shampooing and lack of parking as issues. Gap 5 indicates customers expect unique experiences and good service, but perceive little difference in cuts and understaffed, unfriendly employees. Gap 6 discusses gaps between what customers want - prompt service, quick cuts - and what employees focus on - managing queues, being cautious, and not making promises.

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    The document outlines gaps between customer and management perceptions at a hair salon. Gap 1 shows that while management sees prices as providing quality, customers view them as steep, and mandatory services like shampooing and lack of parking as issues. Gap 5 indicates customers expect unique experiences and good service, but perceive little difference in cuts and understaffed, unfriendly employees. Gap 6 discusses gaps between what customers want - prompt service, quick cuts - and what employees focus on - managing queues, being cautious, and not making promises.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pptx, pdf, or txt
    6 views6 pages

    Customers' Expectations VS Management Perceptions

    Uploaded by

    Aditya Shah
    The document outlines gaps between customer and management perceptions at a hair salon. Gap 1 shows that while management sees prices as providing quality, customers view them as steep, and mandatory services like shampooing and lack of parking as issues. Gap 5 indicates customers expect unique experiences and good service, but perceive little difference in cuts and understaffed, unfriendly employees. Gap 6 discusses gaps between what customers want - prompt service, quick cuts - and what employees focus on - managing queues, being cautious, and not making promises.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pptx, pdf, or txt
    of 6

    GAP 1

    CUSTOMERS’ EXPECTATIONS
    VS
    MANAGEMENT PERCEPTIONS
    CUSTOMERS’ PERCEPTIONS MANAGEMENT PERCEPTIONS

    Steep Price Giving Best Quality

    Compulsory Shampoo Maintaining Hygiene Standards

    Parking Facility Location makes it impossible


    GAP 5

    CUSTOMERS’ EXPECTATIONS
    VS
    CUSTOMERS’ PERCEPTIONS
    CUSTOMER’S EXPECTED SERVICE CUSTOMER’S PERCEIVED SERVICE

    A Unique Haircutting Experience Not so much of a difference

    Adequate and Warm Staff A little understaffed; not very friendly

    Fresh and New Products being used Some products expired


    GAP 6

    CUSTOMERS’ EXPECTATIONS
    VS
    EMPLOYEE PERCEPTIONS
    CUSTOMERS’ PERCEPTIONS EMPLOYEE’S PERCEPTIONS

    Prompt Service Managing Queues

    Quick Haircuts Being Cautious

    Unrealistic Expectations To make no promises

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