 | Learning Objectives
(See related pages)
- Introduce the framework, called the gaps model of service quality, used to organize this textbook.
- Demonstrate that the gaps model is a useful framework for understanding service quality in an organization.
- Demonstrate that the most critical service quality gap to close is the customer gap, the difference between customer expectations and perceptions.
- Show that four gaps that occur in companies, which we call provider gaps, are collectively responsible for the customer gap.
- Identify the factors responsible for each of the four provider gaps.
|
|