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25 Cards in this Set
- Front
- Back
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The Gaps Model of Service Quality is separated into what two types of Gaps? |
The Customer Gap The Provider Gap |
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What are the 4 Provider Gaps? |
Gap 1: The listening gap Gap 2: The design standards gap Gap 3: The performance gap Gap 4: The communications gap |
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What is the listening gap (1)? |
Not knowing what customers expect |
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What is the Design Standards Gap (2)? |
Not having the right service designs and standards |
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What is the performance gap (3)? |
Not delivering to service standards |
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What is the communication gap (4)? |
not matching performance to promises |
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What factors lead to the listening gap (provider gap 1)? |
Inadequate marketing research orientation Lack of upward communication Insufficient relationship focus Inadequate service recovery |
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What factors lead to the service design and standards gap (provider gap 2)? |
Poor service design Absence of customer-driven standards Inappropriate physical evidence and servicescape |
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What factors lead to the service performance gap (provider gap 3)? |
Deficiencies in human resource policies Failure to match supply and demand Customers not fulfilling roles Problems with service intermediaries |
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What factors lead to the communication gap (provider gap 4)? |
Lack of integrated services marketing communications Ineffective management of customer expectations Overpromising Inadequate horizontal communications Inappropriate pricing |
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What are the consumer evaluation processes for services? |
Search qualities Experience qualities Credence qualities |
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What types of items are high in search qualities in terms of ease/difficulty of evaluation? |
Clothes, jewelry, furniture, houses, automobiles |
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What types of items are high in experience qualities in terms of ease/difficulty of evaluation? |
Restaurant meals Vacations Haircuts Child care |
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What types of items are high in credence qualities in terms of ease/difficulty of evaluation? |
Television repair Legal services Roof canal Auto repair Medical diagnosis |
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What are the stages in consumer decision making and evaluation of services? |
Consumer Choice (need recognition, information search, evaluation of alternatives, purchase) Consumer experience Post experience evaluation |
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What are the issues to consider in examining the consumer's service experience? |
Services as processes Service provision as drama Service roles and scripts The compatibility of service customers Customer coproduction Emotion and mood |
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What are the possible levels of customer expectations? |
Ideal expectations or desires Normative "Should" expectations Experience-based norms Acceptable expectations Minimum tolerable expectations |
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The range of expectations between desired and adequate |
Can be wide or narrow Can change over time Can vary among individuals Mary vary with the type of product/service |
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As far as reliability goes, the zones of tolerance have a _____ level of expectation than empathy |
higher |
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What factors influence desired services? |
Personal needs Lasting service intensifiers |
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What factors influence adequate services? |
Temporary service intensifiers Perceived service alternatives Self-perceived service role Situational factors |
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What factors influence predicted services? |
Explicit service promises Implicit service promises Word-of-mouth communication Past experience |
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What are external customers? |
Outside the organization, business customers, suppliers, partners, end consumers |
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What are internal customers? |
Inside the organization, e.g., other departments, fellow employees |
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What are the outcomes of customer satisfaction? |
Increased customer retention Positive word-of-mouth communications Increased revenues |
