Services Marketing

Improving Service
Quality and
Productivity

Slide © 2011 by Lovelock & Wirtz Services Marketing 7/e Chapter 14 – Page 1
 Services Marketing

The Gaps Model

Slide © 2011 by Lovelock & Wirtz Services Marketing 7/e Chapter 14 – Page 2
 Six Service Quality Gaps
Services Marketing

Slide © 2011 by Lovelock & Wirtz Services Marketing 7/e Chapter 14 – Page 3
 Suggestions for Closing the
Six Service Quality Gaps
Services Marketing

Slide © 2011 by Lovelock & Wirtz Services Marketing 7/e Chapter 14 – Page 4
 Suggestions for Closing the
Six Service Quality Gaps
Services Marketing

Slide © 2011 by Lovelock & Wirtz Services Marketing 7/e Chapter 14 – Page 5
 Suggestions for Closing the
Six Service Quality Gaps
Services Marketing

Slide © 2011 by Lovelock & Wirtz Services Marketing 7/e Chapter 14 – Page 6
 Suggestions for Closing the
Six Service Quality Gaps
Services Marketing

Slide © 2011 by Lovelock & Wirtz Services Marketing 7/e Chapter 14 – Page 7
 Services Marketing

 Visit the websites of Disney, Marriott, Ritz-Carlton or

any other well known high quality service
organisation. Which provider gaps has the company
closed? How can you tell?

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