THE GAP MODEL OF SERVICE QUALITY Service Quality  Quality of the service is the degree of conformance of all the relevant features and characteristics of service to all…

1. Marketing Methods for Service Implementation Dr Stephen Dann School of Management, Marketing & International Business, Australian National University December 8, 2009…

Slide 1Managing Services Slide 2 What Services have you consumed today? Slide 3 Service Definitions Services are deeds, processes, and performances. Valarie Zeithaml &…

1.  2. Social Marketing Social Change with Marketing 3. What do we mean? Social marketing is the systematic application of marketing concepts and techniques to achieve specific…

Slide 1 The Gaps Model of Service Quality The Customer Gap The Provider Gaps: Putting It All Together: Closing the Gaps Chapter2 Slide 2 The Customer Gap Slide 3 Definition…

1.The Gaps Model of Service Quality• Introduce a framework, called the gaps model ofservice quality.• Demonstrate that the most critical service qualitygap to close is…