Scribd Logo
Upload

Welcome to Scribd!

  • 45 views

    Cloud Computing Provider: Service Marketing

    Uploaded by

    Bharat Dalvi
    The document analyzes gaps between expected and perceived cloud computing services from a customer perspective. It identifies three key gaps: between customer expectations and actual uptime/issue resolution speeds, between the company's perception of expectations and available support/software features, and between initial service standards and real delivery of uptime, software updates, and issue resolution. The document proposes addressing these gaps across five service quality dimensions.

    Copyright:

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

    You might also like

    Cloud Computing Provider: Service Marketing

    Uploaded by

    Bharat Dalvi
    45 views9 pages
    The document analyzes gaps between expected and perceived cloud computing services from a customer perspective. It identifies three key gaps: between customer expectations and actual uptime/issue resolution speeds, between the company's perception of expectations and available support/software features, and between initial service standards and real delivery of uptime, software updates, and issue resolution. The document proposes addressing these gaps across five service quality dimensions.

    Original Description:

    Cloud computing

    Original Title

    cloud computing

    Copyright

    © Attribution Non-Commercial (BY-NC)

    Available Formats

    PPTX, PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    Report this Document
    The document analyzes gaps between expected and perceived cloud computing services from a customer perspective. It identifies three key gaps: between customer expectations and actual uptime/issue resolution speeds, between the company's perception of expectations and available support/software features, and between initial service standards and real delivery of uptime, software updates, and issue resolution. The document proposes addressing these gaps across five service quality dimensions.

    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
    45 views9 pages

    Cloud Computing Provider: Service Marketing

    Uploaded by

    Bharat Dalvi
    The document analyzes gaps between expected and perceived cloud computing services from a customer perspective. It identifies three key gaps: between customer expectations and actual uptime/issue resolution speeds, between the company's perception of expectations and available support/software features, and between initial service standards and real delivery of uptime, software updates, and issue resolution. The document proposes addressing these gaps across five service quality dimensions.

    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 9

    Cloud Computing Provider

    Service Marketing
    By : abhasDESAI(06) & BharatDALVI(05)

    BluePrint

    Gap Model

    Expected Service

    Perceived Service

    Customer Gap

    o Expectations of consumers based on the charges priced by cloud service provider. o References and past experiences that are provided by existing users of the cloud service. o Word of mouth expectations of the customer from the existing users of the cloud service.

    o Promised up-time of services not in sync with actual uptimes. o Software services required for computing not as per specifications. o Issue resolution not as quick and efficient as expected in terms & conditions.

    GAP 1

    Customer-driven service design & standards

    Company Perceptions of Consumer Expectations

    o Support staff unable to resolve issues in a timely and helpful manner. o 24X7 support staff not available on certain occasions. o Software on cloud does not have all features as promised by the cloud provider.

    GAP 2

    Service Delivery

    Customer Driven service design & standards.

    o Lack of coherence between actual delivery and standards specified during initial negotiations. o Uptime of service not as negotiated. o Version of software not updated to the latest available.

    GAP 3

    GAPS

    Dimension Reliability Responsiveness Assurance Empathy Tangibles

    Means to Customer Cloud Service is available as per specifications provided initially. Support Staff responds to downtimes as soon as possible There is maximum uptime as promised during negotiations. Support staff is sympathetic to the issues faced and responds accordingly. Equipment such as servers are up-to-date and upgraded to latest firmware.

    Serv-Qual Dimensions

    You might also like