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Gaps Model of Service Quality Explained by Amol Amrale is a document available to read on EtoBox.
What is Gaps Model of Service Quality Explained about?
The document discusses the gaps model of service quality. It describes 4 gaps that can occur: 1) between customer expectations and management perceptions, 2) between management perceptions and service quality specifications, 3) between specifications and service delivery, and 4) between delivery and external communications. Closing these gaps is important for organizations to provide quality service that meets or exceeds customer expectations.
- Author
- Amol Amrale
- Language
- EN