failure to make amends when things go wrong
Identify which gap is the given statements.
-Listening Gap
-Service Design and Standards Gap
-Service Performance Gap
- Communication Gap
failure to make amends when things go wrong
not managing customer expectation through all forms of communication
customers lack knowledge of their roles and responsibilities
lack of customer-driven standards
prices that are not tied to customer perceptions of value
overpromising through physical evidence cues
tension between empowerment and control
failure to smooth peaks and valleys of demand
focus on transactions rather than relationships
no appropriate recovery mechanisms in place for service failure
failure to develop tangibles in line with customer expectations
servicescape design that does not meet customer and employee needs
unsystematic new service development process
difficulty controlling quality and consistency
research not focused on service quality
Step by step
Solved in 2 steps
