Examples of the gap model of service quality?


Here are examples of gaps in the The Gaps Model of Service Quality: 1. The Customer Gap. A hotel?s website provides pictures of nice, well-kept rooms, but the customer finds dirty, unkempt conditions. 2. Provider Knowledge. A customer expects a store clerk to make alternative recommendations when the product he was seeking isn?t there, but the clerk says nothing. 3. Provider Service Design and Standards. A grocery store has not implemented proper customer service or standards of conduct, so customers feel alienated or unassisted. 4. Provider Service Performance. A restaurant has a written protocol for greeting guests, but the hostesses disregard of the standards are ignored by management. 5. Provider Communication. A service company promises on-time technicians, but does nothing to address late appointments.
Q&A Related to "Examples of the gap model of service quality?"
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