Service Quality: The GAP Model

<p>Task Standardization (TS). (A)</p> Signup and view all the answers

<p>Weak Teamwork (TEAM). (A)</p> Signup and view all the answers

<p>Viewing service quality as a key strategic goal and allocating resources. (A)</p> Signup and view all the answers

<p>Task Standardization (TS) (C)</p> Signup and view all the answers

<p>Upward Communication. (C)</p> Signup and view all the answers

<p>An accountant utilizing a spreadsheet program with customized macros to efficiently manage financial records. (D)</p> Signup and view all the answers

<p>Role Conflict (D)</p> Signup and view all the answers

<p>Employees are assessed on specific behaviors, such as teamwork and customer interaction skills, in addition to output metrics. (C)</p> Signup and view all the answers

<p>Role Ambiguity (D)</p> Signup and view all the answers

<p>Prospensity to Overpromise (A)</p> Signup and view all the answers

<p>Strategically positioning guests to ensure they only see visual cues that support the park's narrative. (A)</p> Signup and view all the answers

<p>By shaping initial perceptions and setting the stage for the service experience. (D)</p> Signup and view all the answers

<p>Service quality gap size is positively related to the size of the provider gaps. (C)</p> Signup and view all the answers

<p>Via a combination of physiological, cognitive, and emotional responses. (D)</p> Signup and view all the answers

<p>It would result in high arousal and high pleasure, assuming positive association to sound. (A)</p> Signup and view all the answers

<p>Defining and sustaining the culture through consistent actions and communication. (D)</p> Signup and view all the answers

<p>To ensure alignment between the organization's strategy and the external cultural context. (A)</p> Signup and view all the answers

<p>External relations and internal member relations. (C)</p> Signup and view all the answers

<p>It encourages external learning, benchmarking, and adoption of outside innovations. (B)</p> Signup and view all the answers

<p>An exceptionally high level of employee commitment and understanding. (A)</p> Signup and view all the answers

<p>Differences in ethnic backgrounds and geographic regions. (B)</p> Signup and view all the answers

<p>When is has value to its members, is unique, and difficult to copy. (C)</p> Signup and view all the answers

<p>Traditional management approaches can be reduced or eliminated. (B)</p> Signup and view all the answers

<p>Using aromatherapy, calming music, and soft lighting. (A)</p> Signup and view all the answers

<p>Cultural norms, beliefs, and values that support service excellence. (B)</p> Signup and view all the answers

<p>Encouraging employees to attend industry conferences and share insights. (D)</p> Signup and view all the answers

<p>Leaders should create and actively maintain the organizational culture. (A)</p> Signup and view all the answers

<p>By stressing two-way communications and feedback. (A)</p> Signup and view all the answers

<p>By periodically adjusting and fine-tuning it as markets, operating environments, and personnel change. (D)</p> Signup and view all the answers

A gap in service quality stemming from provider-related issues.

The difference between customer expectations and provider understanding.

Misalignment between service design and actual service standards.

The discrepancy between service specifications and the service delivered.

Difference between service promised and service delivered.

The gap between customer expectations and their perception of actual service experience.

Extent to which management prioritizes service quality as a strategic goal.

Extent to which employees collaborate to achieve common goals.

Factors influencing how guests perceive their service experience, including physiological, cognitive, and emotional responses.

Responses based on senses including ambient conditions like smells, sounds, and lights that affect guest experience.

Expectations and interpretations guests have about the service environment and communication without words.

Guests' feelings based on experiences, including arousal and pleasure/displeasure levels.

Managers must define and maintain the organizational culture as a key responsibility.

Shared beliefs, values, and norms within a community that guide interactions and behaviors.

A workplace environment that encourages learning and innovation through external interaction and best practices.

Distinct cultures that may form within an organization based on demographics, regions, or roles.

A strong culture can provide a unique value that competitors cannot easily replicate.

Deeply held convictions that everyone in the organization agrees on.

Preferences for certain behaviors and outcomes that guide decision making.

The unwritten rules about how things are typically done within the organization.

The idea that a strong culture can replace traditional management methods.

Good managers instill organizational culture through reinforcement and communication.

Leaders must adapt culture as the organization faces changes in markets or personnel.

The appropriateness of the tools and technology that employees use to perform their jobs.

Extent to which employees feel in control of their jobs and can act flexibly.

Evaluation and compensation based on employee behavior, not just output quantity.

Extent to which employees feel they cannot satisfy all demands from various customers.

Extent to which employees are unsure of expectations from managers and supervisors.

Extent to which a firm feels pressure to promise customers more than can be delivered.

Building design and employee uniform must complement and support the service experience.

Framework that emphasizes the importance of the environment in shaping guest expectations and employee mood.