Beruflich Dokumente
Kultur Dokumente
TheGapModel
Subjects
Accounting
Algebra
ArtHistory
Biology
Business
Calculus
Chemistry
Communications
ComputerScience
Economics
Education
Finance
Management
Marketing
Microbiology
Music
Philosophy
Physics
Physiology
PoliticalScience
Psychology
Sociology
Statistics
U.S.History
WorldHistory
Writing
Contribute
SignUpLogin
Subjects
Accounting
Algebra
ArtHistory
Biology
Business
Calculus
Chemistry
Communications
ComputerScience
https://www.boundless.com/marketing/textbooks/boundlessmarketingtextbook/servicesmarketing6/servicequality51/thegapmodel2544140/
1/10
5/27/2015
TheGapModel
Economics
Education
Finance
Management
Marketing
Microbiology
Music
Philosophy
Physics
Physiology
PoliticalScience
Psychology
Sociology
Statistics
U.S.History
WorldHistory
Writing
Contribute
ConceptVersion6
CreatedbyBoundless
Watch
Favorite
TheGapModel
RegisterforFREEtostopseeingads
AssignConceptReading
ViewQuiz
ViewPowerPointTemplate
Customerscomparetheservicethey'experience'withwhatthey'expect'and
whenitdoesnotmatchtheexpectation,agaparises.
LEARNINGOBJECTIVE [edit]
ListtheGAPModel'sfivecontributoryfactorsofunsuccessfulcustomerservice
https://www.boundless.com/marketing/textbooks/boundlessmarketingtextbook/servicesmarketing6/servicequality51/thegapmodel2544140/
2/10
5/27/2015
TheGapModel
KEYPOINTS [edit]
GAP1:Gapbetweenconsumerexpectationandmanagementperception:ariseswhenthe
managementorserviceproviderdoesnotcorrectlyperceivewhatthecustomerswantsorneeds.
GAP2:Gapbetweenmanagementperceptionandservicequalityspecification:thisiswhenthe
managementorserviceprovidermightcorrectlyperceivewhatthecustomerwants,butmaynotseta
performancestandard.
GAP3:Gapbetweenservicequalityspecificationandservicedelivery:mayarisepertainingtothe
servicepersonnel.Thiscouldariseduetotherebeingpoortraining,incapabilityorunwillingnessto
meetthesetservicestandard.
GAP4:Gapbetweenservicedeliveryandexternalcommunication:consumerexpectationsarehighly
influencedbystatementsmadebycompanyrepresentativesandadvertisements.Thegaparises
whentheseassumedexpectationsarenotfulfilledatthetimeofservicedelivery.
GAP5:Gapbetweenexpectedserviceandexperiencedservice:thisgapariseswhentheconsumer
misinterpretstheservicequality.
TERMS [edit]
ServiceQuality
Atermwhichdescribesacomparisonofacustomer'sexpectationsasitrelatestoacompany's
performance.
Servicequalitymodel
Highlightsthemainrequirementsfordeliveringhighservicequalityitidentifiesfivegaps'that
causeunsuccessfuldelivery.
EXAMPLES [edit]
AnexampleofGAP#4:thehospitalprintedonthebrochuremayhavecleanandfurnishedrooms,
butinreality,itmaybepoorlymaintainedinthiscasethepatient'sexpectationsarenotmet.
Giveusfeedbackonthiscontent:
FULLTEXT [edit]
TheGAPModel
RegisterforFREEtostopseeingads
TheServiceQualityModel,alsoknownastheGAPModel,wasdevelopedin1985.Ithighlightsthe
mainrequirementsfordeliveringahighlevelofservicequalitybyidentifyingfivegaps'thatcanleadto
unsuccessfuldeliveryofservice.
https://www.boundless.com/marketing/textbooks/boundlessmarketingtextbook/servicesmarketing6/servicequality51/thegapmodel2544140/
3/10
5/27/2015
TheGapModel
TheGapModel
Thediagramshowsthedifferentgapsinthemodel,includingtheKnowledgeGapdiscussedhere.
Customersgenerallyhaveatendencytocomparetheservicethey'experience'withtheservicethey
'expect'toreceivethus,whentheexperiencedoesnotmatchtheexpectation,agaparises.
GAP1:
Gapbetweenconsumerexpectationandmanagementperception:Thisgapariseswhenthe
managementorserviceproviderdoesnotcorrectlyperceivewhatthecustomerwantsorneeds.For
instancehoteladministratorsmaythinkguestswantbetterfoodorinhouserestaurantfacilities,but
guestsmaybemoreconcernedwiththeresponsivenessofthestafforthecleanlinessoftheirrooms.
https://www.boundless.com/marketing/textbooks/boundlessmarketingtextbook/servicesmarketing6/servicequality51/thegapmodel2544140/
4/10
5/27/2015
TheGapModel
ConsumerExpectations
Hoteladministratorsmaythinkguestswantbetterfoodorinhouserestaurantfacilities,butguests
maybemoreconcernedwiththeresponsivenessofthestaff.
Factorsthataffectthesizeoftheknowledgegapinclude:
Marketresearch
Beforeintroducinganewproductorserviceintothemarket,acompanymustconductmarket
researchtounderstandwhethertherewouldbeanydemandfortheproduct,andwhatfeatures
shouldbeincorporated.Thebetterthisprocessisconducted,thesmallertheknowledgegapwill
be.
Therearemethodsofensuringthatcustomerdesiresaretakenonboard.Theseinclude:
comprehensivestudies,gaugingsatisfactionafterindividualtransactions(surveysimmediately
afterapurchaseismade),customerpanelsandinterviews,andthroughcustomercomplaints.
Communicationchannels
Thefewerthelayersbetweenmanagementandcustomercontactpersonnel,themorelikelythat
customerpreferenceswillbeincorporatedintohigherleveldecisionmakingontheproduct.
GAP2:
https://www.boundless.com/marketing/textbooks/boundlessmarketingtextbook/servicesmarketing6/servicequality51/thegapmodel2544140/
5/10
5/27/2015
TheGapModel
Gapbetweenmanagementperceptionandservicequalityspecification:Thisiswhenthemanagement
orserviceprovidermightcorrectlyperceivewhatthecustomerwants,butmaynotsetaperformance
standard.Anexampleherewouldbethathospitaladministratorsmaytellthenursetorespondtoa
requestfast',butmaynotspecifyhowfast'.
GAP3:
Gapbetweenservicequalityspecificationandservicedelivery:Thisgapmayariseinsituations
pertainingtotheservicepersonnel.Itcouldhappenduetopoortraining,incapabilityorunwillingness
tomeetthesetservicestandard.Anexamplewouldbewhenadoctor'sofficehasveryspecific
standardsofhygienecommunicatedbutthehiredstaffmayhavebeenpoorlytrainedontheneedto
followthesestrictprotocols.
GAP4:
Gapbetweenservicedeliveryandexternalcommunication:Consumerexpectationsarehighly
influencedbystatementsmadebycompanyrepresentativesandadvertisements.Thegapariseswhen
Hellothere,letusknow...
theseassumedexpectationsarenotfulfilledatthetimeofdeliveryoftheservice.Forexamplea
hospitalprintedonitsbrochuremayhavecleanandfurnishedroomsbutinreality,itmaybepoorly
maintainedinthiscasethepatient'sexpectationsarenotmet.
Areyoua(n):
GAP5:
Educator
Gapbetweenexpectedserviceandexperiencedservice:Thisgapariseswhentheconsumer
Student
misinterpretstheservicequality.Thephysicianmaykeepvisitingthepatienttoshowandensurecare,
butthepatientmayinterpretthisasanindicationthatsomethingisreallywrong.
Giveusfeedbackonthiscontent:
AssignConceptReading
Assignjustthisconceptorentirechapterstoyourclassforfree.
PREVCONCEPT
NEXTCONCEPT
https://www.boundless.com/marketing/textbooks/boundlessmarketingtextbook/servicesmarketing6/servicequality51/thegapmodel2544140/
6/10
5/27/2015
TheGapModel
1questionforuseinquizzeshavebeenwrittenaboutthisconceptbelow
Acoupledinesatasteakhouse,whichishighlyratedfortheirexcellentwait
service.Afterreceivingtheirmeal,thehusbandnoticesthathisorderiswrong.
Whenthecoupleflagstheissue,theirwaiterseemsannoyedatthecouple's
requesttoreplacethedish.Despitetherestaurant'shighrating,thecouple
vowstoneverreturnduetotheirexperience.WhichofthefollowingGAPModel
contributoryfactorsbestdescribesthisunsuccessfuldeliveryofservice?
GAP2:gapbetweenmanagementperceptionandservicequalityspecification,GAP4:
gapbetweenservicedeliveryandexternalcommunication,GAP5:gapbetween
expectedserviceandexperiencedservice,andGAP3:gapbetweenservicequality
specificationandservicedelivery
KEYTERMREFERENCE
Consumer
Appearsinthisrelatedconcepts:BasicConsumerRights,Marketing
ClassesofProducts,andDefiningConsumers
Market
Appearsinthisrelatedconcepts:ABriefDefinition,TargetingConsumers
WhereTheySpendTime,andAddressingMarketNeeds
MarketResearch
Appearsinthisrelatedconcepts:BusinessEthicsinB2B,
Databases,andGoalsofConsumerMarketResearch
Perception
Appearsinthisrelatedconcepts:IntroducingthePerceptionProcess,
CulturalInfluencesonPerception,andUnconsciousPerception
Service
Appearsinthisrelatedconcepts:NaturalResources,Infrastructure,and
TechnologyofNewMarkets,ResolvingProblemsQuickly,andTheServiceEconomy
advertisement
Appearsinthisrelatedconcepts:AIDAModel,Introductionto
IntegratedMarketingCommunications,andTheManyGoalsofPersuasion
channel
Appearsinthisrelatedconcepts:IdentifyingPotentialBusinessCustomers,
BrandLoyalty,andChannel
communication
Appearsinthisrelatedconcepts:TheImportanceofClarityin
ProfessionalSettings,DefiningCommunication,andTeamCommunication
demand
Appearsinthisrelatedconcepts:CustomerWantsandNeeds,Impactsof
SupplyandDemandonBusinesses,andShiftsininvestmentduetoshocks
lead
Appearsinthisrelatedconcepts:GlobalMarketingandtheInternet,Purchase
Influences,andLeadership
newproduct
Appearsinthisrelatedconcepts:ProductLineDepth,Opinion
Leaders,andTheNeedforNewProducts
process
Appearsinthisrelatedconcepts:PreparingforTeamPresentations,
ClassifyingBusinessProducts,andAStudyofProcess
https://www.boundless.com/marketing/textbooks/boundlessmarketingtextbook/servicesmarketing6/servicequality51/thegapmodel2544140/
7/10
5/27/2015
TheGapModel
product
Appearsinthisrelatedconcepts:WritingChemicalEquations,Defining
Product,andTheStateofCompetition
quality
Appearsinthisrelatedconcepts:TheQualityControlCycle,Designand
FeatureSet,andProductQuality
training
Appearsinthisrelatedconcepts:EmployeeDevelopment,TheWorldTrade
Organization(WTO),andSalesTraining
SOURCES
Boundlessvetsandcurateshighquality,openlylicensedcontentfromaroundthe
Internet.Thisparticularresourceusedthefollowingsources:
"PortauPrincehotelOlofson."
http://commons.wikimedia.org/wiki/File:Port_au_Prince__hotel_Olofson.JPG
WikimediaCCBYSA.
"OlivercustomerserviceTheKnowledgeGap."
http://olivercustomerservice.wikispaces.com/The+Knowledge+Gap
WikispacesCCBYSA.
"Servicequality."
http://en.wikipedia.org/wiki/Service_quality#Definition
WikipediaCCBYSA3.0.
"Servicequality."
http://en.wikipedia.org/wiki/Service_quality
WikipediaCCBYSA3.0.
"Servicequality."
http://en.wikipedia.org/wiki/Service_quality#Service_Quality_Model_.28or.29_GAP_model
WikipediaCCBYSA3.0.
"Servicequalitymodel."
http://en.wikipedia.org/wiki/Service%20quality%20model
WikipediaCCBYSA3.0.
"ServiceQuality."
http://en.wikipedia.org/wiki/Service%20Quality
WikipediaCCBYSA3.0.
"Boundless."
http://www.boundless.com/
BoundlessLearningCCBYSA3.0.
CITETHISSOURCE
Source:Boundless.TheGapModel.BoundlessMarketing.Boundless,14Nov.2014.Retrieved26May.2015
fromhttps://www.boundless.com/marketing/textbooks/boundlessmarketingtextbook/servicesmarketing
6/servicequality51/thegapmodel2544140/
https://www.boundless.com/marketing/textbooks/boundlessmarketingtextbook/servicesmarketing6/servicequality51/thegapmodel2544140/
8/10
5/27/2015
TheGapModel
Copy
SUBJECTS
Accounting
Algebra
ArtHistory
Biology
Business
Calculus
Chemistry
Communications
ComputerScience
Economics
Education
Finance
Management
Marketing
Microbiology
Music
Philosophy
Physics
Physiology
PoliticalScience
Psychology
Sociology
Statistics
U.S.History
WorldHistory
Writing
PRODUCTS
BOUNDLESS
Teaching
Careers
Textbooks
AboutUs
Quizzes
Team
PowerPoints
Press
CanvasIntegration
Community
Blog
https://www.boundless.com/marketing/textbooks/boundlessmarketingtextbook/servicesmarketing6/servicequality51/thegapmodel2544140/
9/10
5/27/2015
TheGapModel
Questionsorcomments?Visitsupport
Exceptwherenoted,contentandusercontributionsonthissitearelicensedunderCCBYSA4.0with
attributionrequired.
Privacy|Terms
https://www.boundless.com/marketing/textbooks/boundlessmarketingtextbook/servicesmarketing6/servicequality51/thegapmodel2544140/
10/10