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Table Of Contents

What is GAP
Example: Car repair
Example: Airline
The customer gap
The customer gap (Restaurant)
Basis for Gaps model
The provider gaps
³Memorable are experiences
and not gadgets´
Pre-purchase stage
Need recognition
Information search
Consumer expectations of
Customer expectation
Types of service expectations
Consumer perception
Service encounters
Complaint soliciation
Critical incident studies
Requirement research
Relationship surveys
Trailer calls
Process checkpoint evaluations
Market oriented ethnography
Mystery shopping
Customer panel
Lost customer research
Future expectations research
Data base marketing research
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GAPS Model

GAPS Model

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Published by veera6285

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Published by: veera6285 on Jan 26, 2011
Copyright:Attribution Non-commercial


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