Gap Between Service Delivery And External Communication Analysis
Gap between service delivery and external communication: consumer expectations are highly influenced by statements made by company representatives and advertisements. The gap arises when these assumed expectations are not fulfilled at the time of service delivery.
According to the statement provided by the official website of Hkexpress, That’s why we have invested in state-of-the-art Airbus A320 aircraft; to get you to your destination safely, on time, every time. If customers just focus on the words of ‘on time, every time’ and ignoring other statistics and facts, they are going to expected that they are going to be on time every time, when they traveled by the flights of Hkexpress. However, in reality, the on time performance of the airline …show more content…
Often there are promotion and sales provided by Hkexpress through external communications such as advertisements on the body of bus, online and on the official website. These promotions usually stated a specific price for tickets to different destinations and the price is usually lower compared to other full service airlines in Hong Kong. Some customers may, as a result, expect that the fare is exactly the same as stated in the advertisements. However, in reality, when they try to book the tickets, the prices are always higher than stated. This is additional charges, such as HK Air Passenger Departure tax, HKG Security charge and foreign airport services charge are not included in the price stated but they are necessary to be paid. Therefore, when customers entered the booking procedures, they are going to find out that the fare delivered by Hkexpress do not fulfill what they are expecting, as the price is actually higher than that stated then those essential additional charges are included. This lead to a gap between customers’ expectation and service delivery.
When we explore more of the booking procedures in detail, we will find out that even the promotion stated the fare and a specific flying period available to use the promotion. However, fares are not the same every day within the flying period. In some of the dates, the fares are higher that that stated in promotion. In this way, customers may expect that they can enjoy the same fare no matter on which day within the flying period they are going to fly which is wrong in real cases. Gap arises between the assumed expectation by customers and the service delivery by
According to the statement provided by the official website of Hkexpress, That’s why we have invested in state-of-the-art Airbus A320 aircraft; to get you to your destination safely, on time, every time. If customers just focus on the words of ‘on time, every time’ and ignoring other statistics and facts, they are going to expected that they are going to be on time every time, when they traveled by the flights of Hkexpress. However, in reality, the on time performance of the airline …show more content…
Often there are promotion and sales provided by Hkexpress through external communications such as advertisements on the body of bus, online and on the official website. These promotions usually stated a specific price for tickets to different destinations and the price is usually lower compared to other full service airlines in Hong Kong. Some customers may, as a result, expect that the fare is exactly the same as stated in the advertisements. However, in reality, when they try to book the tickets, the prices are always higher than stated. This is additional charges, such as HK Air Passenger Departure tax, HKG Security charge and foreign airport services charge are not included in the price stated but they are necessary to be paid. Therefore, when customers entered the booking procedures, they are going to find out that the fare delivered by Hkexpress do not fulfill what they are expecting, as the price is actually higher than that stated then those essential additional charges are included. This lead to a gap between customers’ expectation and service delivery.
When we explore more of the booking procedures in detail, we will find out that even the promotion stated the fare and a specific flying period available to use the promotion. However, fares are not the same every day within the flying period. In some of the dates, the fares are higher that that stated in promotion. In this way, customers may expect that they can enjoy the same fare no matter on which day within the flying period they are going to fly which is wrong in real cases. Gap arises between the assumed expectation by customers and the service delivery by