servie quality business model
TRANSCRIPT
Service-Quality Model
Word of Mouth Communications Personal Needs Past Experience
Expected Service
Perceived Service
Service Delivery (including pre- and
postcontacts)
Translation of Perceptions into
Service Quality Specs.
Management Perceptions of
Consumer Expectations
External Communications to
Consumers
GAP 4MarketerConsumer
GAP 2
GAP 3
GAP 5
GAP 1
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