APPLICATION

EXERCISE

SUBMMITED BY :
Group - 2
Avnish Hirani (2019077) Group Co.
Aditya Banlande (2019002)
Atri Patel (2019075)
Parth Joshi (2019061)
Shubham Parihar (2019109)
Aatish Mahajan (2019186)
Q1.SERVICE
BLUEPRINT
OF SPA
 Q2. PROCESS OF
MAKING THE
1. BLUEPRINT
First we divide the processes into well-defined sub processes
2. Next we define the customers for whom we are making the services
3. Then we listed down all the customer actions in the service system.
4. Then the respective customer actions are mapped with what customers will see i.e.
physical evidence
5. We listed down the actions of employees which are going to interact with the
customers i.e. onstage employees.
6. We listed down the actions of employees which customers cannot see i.e. offstage
employees
7. We divide the employees according to on and offstage employees
8. We draw the flow with support services acting as a facilitator.

Q3. Application of The

Gap Model in a SPA

1. LISTENING GAP
The gap between consumer expectation and management perception. This gap occurs when
the management doesn’t correctly perceive what the customers want. In case of a spa,

2. SERVICE DESIGN & STANDARDS GAP

Gap between management perception and service quality specification. In this case, the
management might correctly perceive customers’ wants but not set a performance standard.
In case of a spa,
 3. SERVICE PERFORMANCE GAP
Gap between service quality specifications and actual service delivery. This type of gap
happens when there is a poor training provided to the employees and the standards
delivered by employees are not up to the mark. In case of a spa

4. COMMUNICATION GAP
Gap between service delivery and external communications. There are certain statements
made by the company representatives, these representatives words have an impact on
consumers as a result consumers make certain expectations and when it is not met by the
company, then a gap arises. In case of spa

5. SERVICE QUALITY GAP

Gap between customers’ expectations and customers’ perceptions
Consumers expectations are influenced by internal as well as external factors but the
consumers perception are based post consumption of the service as a result a gap arises
In case of Spa