Examine the Gap model's applicability in the education industry for determining quality.Note: lesson for this in attached photo Figure 6.1: Gaps Model of Service QualityGaps Model of Service QualityCustom erExpectedServiceCu sto merGapPerceivedServiceService DeliveryExternalCompanyGap 4communications toGap 3Gap 1customersCustomer-drivenService designs andstandardsGap 2Company perceptions ofConsumer expectationsThe Service Triangle Management ModelThe service industry is undergoing a revolution, needing a dramatic shift in every service professional'smindset.Today's service perspective is characterized by two models:The Industrial Management Model: This is a throwback from the industrial period that is still inuse today.The Market-focused Management Model: This is a model that service organizations can adoptas a replacement to adapt to new environmental changes in order to survive.The Industrial Management Model is a method of business organization that emphasizes revenues andoperating costs while ignoring the importance of employees in achieving customer happiness and long-term profitability.The model is a hangover from manufacturing practices, yet it is still used by many organizations today.Advertising, sales promotion, accessibility, distribution, and locational benefits are all characteristics thatfirms that follow this model believe bring in revenue. Personnel and operations are the cost drivers,according to them, and these should be regulated. This technique is followed even by service sectorsseeking price competitive advantages.Employers that adopt the industrial model feel that their staff are uninterested, unskilled, lack thenecessary attitude and motivation, and so cannot be trusted with complex jobs. They would rather rely on

The Gap Model of Service Quality is a structure that might assist in comprehending client pleasure.…

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Business

Management

Examine the Gap model's applicability in the education industry for determining quality.

Understanding Business

12th Edition

ISBN:9781259929434

Author:William Nickels

Publisher:William Nickels

Chapter1: Taking Risks And Making Profits Within The Dynamic Business Environment

Section: Chapter Questions

Problem 1CE

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Examine the Gap model's applicability in the education industry for determining quality. Note: lesson for this in attached photo

Figure 6.1: Gaps Model of Service Quality
Gaps Model of Service Quality
Custom er
Expected
Service
Cu sto mer
Gap
Perceived
Service
Service Delivery
External
Company
Gap 4
communications to
Gap 3
Gap 1
customers
Customer-driven
Service designs and
standards
Gap 2
Company perceptions of
Consumer expectations
The Service Triangle Management Model
The service industry is undergoing a revolution, needing a dramatic shift in every service professional's
mindset.
Today's service perspective is characterized by two models:
The Industrial Management Model: This is a throwback from the industrial period that is still in
use today.
The Market-focused Management Model: This is a model that service organizations can adopt
as a replacement to adapt to new environmental changes in order to survive.
The Industrial Management Model is a method of business organization that emphasizes revenues and
operating costs while ignoring the importance of employees in achieving customer happiness and long-
term profitability.
The model is a hangover from manufacturing practices, yet it is still used by many organizations today.
Advertising, sales promotion, accessibility, distribution, and locational benefits are all characteristics that
firms that follow this model believe bring in revenue. Personnel and operations are the cost drivers,
according to them, and these should be regulated. This technique is followed even by service sectors
seeking price competitive advantages.
Employers that adopt the industrial model feel that their staff are uninterested, unskilled, lack the
necessary attitude and motivation, and so cannot be trusted with complex jobs. They would rather rely on

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