Minimising Quality Gaps in Service Management
Identify and discuss the significance and relevance of minimizing Quality Gaps in developing a positive Service Culture and meeting and exceeding Customer expectations of Good service.
Many customers, independent of industry, have expectations of the service they want to receive. The rank of their expectations depends on earlier encounters and experience. Providing good service to your customers is essential to a successful business future. Companies within different industries, particularly in hospitality are renowned to become tremendously successful by offering excellent customer service, and thus creating an everlasting image which contributes to the maintaining of high demand for their goods and services. Quality gaps occur when businesses fail to deliver the quality of service expected by their customers, during the so called “moment of truth”. A moment of truth has been defined as the moment where the quality of a service operation is created (Normann, 2002, s. 21). Quality gaps would not exist in an ideal world of hospitality, or any other industry. However they are almost inevitable since different customers have different expectations, and that is why it is very difficult to determine what satisfaction means to each individual customer. This essay will emphasize on the importance of minimizing these quality gaps to sequentially reach and exceed the customers’ expectations of a positive service culture. As the economy throughout the world is developing quite rapidly, competition within different industries is becoming tougher and tougher. The goods offered by different companies in similar industries might be nearly the same and that is where excellent customer service makes the difference between success and failure. In order to provide superb service to a customer, you first of all must know what sort of service will satisfy this consumer. There are four types of consumers, the economizing customer, who is looking to gain the maximum
Many customers, independent of industry, have expectations of the service they want to receive. The rank of their expectations depends on earlier encounters and experience. Providing good service to your customers is essential to a successful business future. Companies within different industries, particularly in hospitality are renowned to become tremendously successful by offering excellent customer service, and thus creating an everlasting image which contributes to the maintaining of high demand for their goods and services. Quality gaps occur when businesses fail to deliver the quality of service expected by their customers, during the so called “moment of truth”. A moment of truth has been defined as the moment where the quality of a service operation is created (Normann, 2002, s. 21). Quality gaps would not exist in an ideal world of hospitality, or any other industry. However they are almost inevitable since different customers have different expectations, and that is why it is very difficult to determine what satisfaction means to each individual customer. This essay will emphasize on the importance of minimizing these quality gaps to sequentially reach and exceed the customers’ expectations of a positive service culture. As the economy throughout the world is developing quite rapidly, competition within different industries is becoming tougher and tougher. The goods offered by different companies in similar industries might be nearly the same and that is where excellent customer service makes the difference between success and failure. In order to provide superb service to a customer, you first of all must know what sort of service will satisfy this consumer. There are four types of consumers, the economizing customer, who is looking to gain the maximum