Essay Example on Service Quality Gap Model

Some Managerial Implications a Better Market Reputation The exercise of closing the gap between management's perception of what the customers would expect of the service and the actual expectations of the customers results in a better reputation of the service provider When customers expectations about the service received are affirmed by the experience they have they are naturally inclined to trust the service provider b 

Process Optimization When the gap is eliminated between management s idea of how the service should be like and the way the service is actually designed it optimizes the whole process of service development from conceptualization to design c Better Quality of Communication Once management has a clear understanding of the whole exercise of gap analysis it adjusts its communication in a way so as to reflect the true features of the service that were not only the guiding principles when the idea of the service was conceived but were also ingrained into the process of service design and delivery The resulting high quality communication automatically coveys to the customers exactly what they would get leaving no grey areas in the process References Berry L Parasuraman A Zeithaml V 1985 A Conceptual Model of Service Quality and its Implication for Future Research SERVQUAL Hart M C 1996 Improving the dissemination of SERVQUAL by using magnitude scaling In Kanji G K eds Total Quality Management in Action Springer Dordrecht