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…

Gaps Model of Service Quality By Prof. Ashok Kumar Patnaik Head Marketing and Communication-AIMS Prof. Ashok Patnaik What is GAP The customer gap is the difference between…

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.Definition of service Berry define service as act, deeds, & performance. AMA define service as activities, benefits or satisfaction that are offered for sale, or provided…

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…

1.Chap 10 – Building Customer Loyalty Through Service QualityLoyal customers bring increased profits because they can be cheaper to serve, are heavy users of the organization’s…

1. Providing Great Service: The Gaps ModelGaps Model of Service QualityExpected ServicePerceivedServiceCUSTOMERCOMPANYCustomerGapGap 1Gap 3Gap 2ExternalCommunications toGap…

Copyright © 2013 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin Chapter 2 The Gaps Model of Service Quality Chapter 2 Conceptual Framework of…

MRKT 55030: SERVICES MARKETING WEEK 3: Service Quality and the Gaps Model: Assessing an Organizationâs Service Delivery Strategy Dr. Okey Peter ONYIA TODAYâS OUTLINE: Service…