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

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

Understanding Business
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
Transcribed Image Text: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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