Podcast
Questions and Answers
The delivery gap refers to the difference between the service provider's actual performance and the delivery standards specified.
The delivery gap refers to the difference between the service provider's actual performance and the delivery standards specified.
True
Ensuring service performance meets standards involves clarifying employee roles, training employees in time management, and developing a good reward system.
Ensuring service performance meets standards involves clarifying employee roles, training employees in time management, and developing a good reward system.
True
The internal communication gap refers to the difference between what the company's advertising and sales personnel think are the product's features, performance and service quality level, and what the company is actually able to deliver.
The internal communication gap refers to the difference between what the company's advertising and sales personnel think are the product's features, performance and service quality level, and what the company is actually able to deliver.
True
Ensuring communications promises are realistic involves seeking comments from frontline employees and operations personnel about proposed advertising campaigns, and getting sales staff to involve operations staff in meetings with customers.
Ensuring communications promises are realistic involves seeking comments from frontline employees and operations personnel about proposed advertising campaigns, and getting sales staff to involve operations staff in meetings with customers.
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Eliminating role conflict among employees is not an important step in ensuring service performance meets standards.
Eliminating role conflict among employees is not an important step in ensuring service performance meets standards.
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The knowledge gab pertains to the difference between what service providers believe customers expect and customers' actual needs and expectations.
The knowledge gab pertains to the difference between what service providers believe customers expect and customers' actual needs and expectations.
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The perception gab relates to what is actually delivered versus what customers perceive, as they may not accurately evaluate service quality.
The perception gab relates to what is actually delivered versus what customers perceive, as they may not accurately evaluate service quality.
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Educating customers about the reality of service quality delivered includes keeping them informed during service delivery.
Educating customers about the reality of service quality delivered includes keeping them informed during service delivery.
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The interpretation gab is about what a customer thinks was promised by a service provider's communication efforts.
The interpretation gab is about what a customer thinks was promised by a service provider's communication efforts.
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Closing all gabs is necessary to consistently exceed customer expectations.
Closing all gabs is necessary to consistently exceed customer expectations.
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Study Notes
Delivery Gap
- The difference between a service provider's actual performance and the specified delivery standards.
- Ensuring service performance meets standards involves:
- Clarifying employee roles
- Training employees in time management
- Developing a good reward system
Internal Communication Gap
- The difference between what a company's advertising and sales personnel believe about product features, performance, and service quality level, and what the company can actually deliver.
- Ensuring communication promises are realistic involves:
- Seeking comments from frontline employees and operations personnel about proposed advertising campaigns
- Getting sales staff to involve operations staff in meetings with customers
Knowledge Gap
- The difference between what service providers believe customers expect and customers' actual needs and expectations.
Perception Gap
- The difference between what is actually delivered and what customers perceive, as they may not accurately evaluate service quality.
- Educating customers about the reality of service quality delivered includes:
- Keeping them informed during service delivery
Interpretation Gap
- The difference between what a customer thinks was promised by a service provider's communication efforts and the actual communication.
Closing All Gaps
- Closing all gaps is necessary to consistently exceed customer expectations.
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Description
Test your knowledge on the characteristics of services including intangibility and ownership. Learn about how services mainly produce performance rather than physical objects and how customers derive value without owning any tangible goods.
