Professional Documents
Culture Documents
Part 4
ALIGNING
SERVICE DESIGN
AND STANDARDS
Provider Gap 2
CUSTOMER
COMPANY Customer-driven
service designs and
standards
Gap 2: The Service
Design and Standards
Company
perceptions of Gap
customer
expectations
Oversimplification
Incompleteness
Subjectivity
Biased Interpretation
Start-up businesses
Service improvements
Style changes
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Chapter 8-11
Service Blueprinting
Support Processes
McGraw-Hill/Irwin © 2018 The McGraw-Hill Companies, All Rights Reserved
Chapter 8-15