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  • Siddhesh Kabra Gap Model

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    The document presents a model of after sales service with 5 potential gaps: 1) between customer expectations and management perceptions, 2) between management perceptions and service specifications, 3) between service specifications and service delivery, 4) between service delivery and external communications, 5) between external communications and perceived service. The model aims to identify differences between various stages of after sales service that could lead to issues.

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    gap model diagram

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    Siddhesh kabra gap model

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    The document presents a model of after sales service with 5 potential gaps: 1) between customer expectations and management perceptions, 2) between management perceptions and service specifications, 3) between service specifications and service delivery, 4) between service delivery and external communications, 5) between external communications and perceived service. The model aims to identify differences between various stages of after sales service that could lead to issues.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as docx, pdf, or txt
    15 views1 page

    Siddhesh Kabra Gap Model

    Uploaded by

    Sid's vlogs
    The document presents a model of after sales service with 5 potential gaps: 1) between customer expectations and management perceptions, 2) between management perceptions and service specifications, 3) between service specifications and service delivery, 4) between service delivery and external communications, 5) between external communications and perceived service. The model aims to identify differences between various stages of after sales service that could lead to issues.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as docx, pdf, or txt
    of 1

    The Gap Model of After Sales Service of Computers

    Word of mouth
    communication Personal needs Past experience

    Expected service

    Gap 5
    Perceived service

    Customer
    Provider
    Service delivery
    External communication
    Gap 1

    Gap 2
    Service
    specification Gap 4

    Gap3 Management’s perception


    of customer needs

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