The Gaps Model of Service Quality Chapter2-1 2 The Customer Gap – Gap 5 The Provider Gaps: Gap 1 – The Listening Gap not knowing what customers expect Gap 2 – The Design and Standards Gap not having the right service designs and standards Gap 3 – The Performance Gap not delivering to service standards Gap 4 – The Communication Gap not matching performance to promises Putting It All Together: Closing the Gaps McGraw-Hill/Irwin Copyright © 2009
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THE UNIVERSITY OF THE WEST INDIES ST. AUGUSTINE DEPARTMENT OF BEHAVIOURAL SCIENCES FACULTY OF SOCIAL SCIENCES GOVT 2060 – INTERNATIONAL RELATIONS: THEORIES & APPROACHES COURSE OUTLINE SEMESTER I – 2011/2012 Lecturer (Day) : Dr. Indira Rampersad (indira.rampersad1@sta.uwi.edu) Lecturer (Evening) : Ms. Priya Marajh (priya_marajh@yahoo.com Lectures (Day) : Tuesdays‚ 1:00pm-4:00pm (Eng LT 1) Lectures (Eve) : Wednesdays‚ 5:00pm-8:00pm
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of the Gaps Model The gaps model of service quality was first developed by a group of authors at Texas A&M and North Carolina Universities‚ in 1985. Based on exploratory studies of service such as executive interviews and focus groups in four different service businesses‚ the authors proposed a conceptual model of service quality indicating that consumers’ perception toward a service quality depends on the gaps existing in organization – consumer environments. Theory of the Gaps Model Perceived service
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Gaps model of Service Quality The success of 7-eleven The Gaps model of service quality was first developed by Parasuraman‚ Berry and Zeithaml in 1985 and more recently described in Zeithml and Bitner in 2003. The model identifies four spectfic gaps leading to a fifth overall gap between customers’ expectations and perceived service. Knowledge gap The first gap may occur when management identify the customer’s expectation inaccurately. When the customer expectation has difference with the management
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Gaps Model of Service Quality The 4 gaps in the Gaps Model are knowledge gap‚ standards gap‚ delivery gap and communication gap. Knowledge gap is the difference between customers’ expectations and the retailer’s perception of these customer’s expectations. This occurs when a person do not know what the customers expect or want. By applying knowledge gap to H&M retail store‚ it refers to the salesperson not knowing what their customers expect/want. For example‚ a customer visiting the H&M
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After looking over the customer service model I would use what I thought I would want to receive as a customer calling in for help. You have a preconceived notion as to what your customer service call would be like. For instance if I had a customer call I would like to greet them warmly and get right to the point as to what the problem is and what I am prepared to do in order to help them. A customer expects professionalism but they also expect understanding and dedication to their issue‚ so being
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Program Planning and Evaluation in the Human Services The terms ‘Planning’ and ‘Evaluation’ are terms used and frequently heard in Human Service organisations. Whilst the importance of planning and evaluation is understood by employees with program management responsibility (most often as a result of the rigid parameters described in funding and service agreements)‚ the concepts that underpin planning and evaluation are often poorly understood by program staff and managers alike. Planning is
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defining and delivering services to those in need. Human Services now takes its place among the field of professionals administering aid. Follow us as we explore this growing and developing field with a group of college students pursuing a Human Services Leadership Degree online through the University of Wisconsin. Their diversity‚ exhibited in both their individual and professional aspirations‚ gives us a glimpse into this exciting and emerging career path. What is Human Services? This question can
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Model of Human Occupation The Beginning…. (MOHO) is a conceptual model of practice that evolved from Reilly’s Occupational Behavior Model and General System Theory. Gary Keilhofner was a student of Mary Reilly who originally created this model as a Master’s thesis in 1975. Within five years‚ Kielhofner and his colleagues published MOHO for the first time. What is it? The Model of Human Occupation is a conceptual practice model which is defined as "… a set of evolving theoretical arguments that
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purpose of this paper is to construct a force field analysis of managing a human service program using a list of interrelated and interdependent elements of human service functions. I will list my personal driving and restraining forces as well
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