Professional Documents
Culture Documents
CH 2 Gaps Model Analysis
CH 2 Gaps Model Analysis
Customer Gap
Perceived Service
Service Marketing, Valarie A. Zeithaml & Mary Jo Bitner
Provider Gap 1
Expected Service
GAP 1
Company Perceptions of Customer Expectations
COMPANY
Provider Gap 2
COMPANY
GAP 2
Company Perceptions of Consumer Expectations Service Marketing, Valarie A. Zeithaml & Mary Jo Bitner
Provider Gap 3
Service Delivery
COMPANY
GAP 3
Customer-Driven Service Designs & Standards
Provider Gap 4
CUSTOMER
Service Delivery
COMPANY
GAP 4
CUSTOMER
COMPANY
Service Delivery
GAP 4
GAP 3 GAP 1
Customer-Driven Service Designs and Standards
GAP 2
Company Perceptions of Consumer Expectations Service Marketing, Valarie A. Zeithaml & Mary Jo Bitner
Customer Perceptions
Service Marketing, Valarie A. Zeithaml & Mary Jo Bitner
Customer Expectations
Insufficient Relationship Focus
Lack of market segmentation Focus on transactions rather than relationships Focus on new customers rather than relationship customers
Service delivery
Service Marketing, Valarie A. Zeithaml & Mary Jo Bitner
Service Delivery
Service Marketing, Valarie A. Zeithaml & Mary Jo Bitner
Service Delivery