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Table Of Contents

Problems with SERVQUAL
CORRECT USE OF GAP THEORY
Gap 1: Not knowing what Customers Expect
Causes of Gap One:
Strategies for Reducing Gap One:
Gap Two: Not Selecting the Right Service Designs Standards
Causes of Gap Two:
Strategies for Reducing Gap Two:
Gap Three: Not Delivering to Service Standards
Cause of Gap Three:
Strategies for Reducing Gap Three
Gap Four: Mismatch Between Promises and Performance
Causes of Gap Four
Strategies for Reducing Gap Four
QUALITY AND SATISFACTION
THE SERVICE-PROFIT CHAIN
SETTING QUALITY STANDARDS
1] QUALITY CIRCLES
2] TOTAL QUALITY MANAGEMENT
3] HARD MEASURES OF SERVICE QUALITY
4] PREVENTION OF CUSTOMER DEFECTION
5] ROLE OF AUTOMATION IN SERVICE QUALITY DELIVERY
6] ROLE OF QUALITY AWARDS AND CERTIFICATION
7] ROLE OF SEGMENTATION IN SERVICE QUALITY IMPROVEMENT
1] Regular customer surveys
2] Customer panels
3] Transaction analysis
4] Perception surveys
5] Mystery customers
6] Analysis of complaints
7] Employee research
8] Benchmarking studies
9] Intermediary research
SERVICE DESIGN AND DELIVERY
Gaps in Fast Food Service
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Service Quality Gap Model (Term Paper)

Service Quality Gap Model (Term Paper)

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Published by Jyoti Singh

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Published by: Jyoti Singh on Oct 24, 2011
Copyright:Attribution Non-commercial

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04/29/2012

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