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journal article Communication and Control Processes in the Delivery of Service QualityJournal of Marketing Vol. 52, No. 2 (Apr., 1988) , pp. 35-48 (14 pages) Published By: Sage Publications, Inc. https://doi.org/10.2307/1251263 https://www.jstor.org/stable/1251263 Read and download Log in through your school or library Alternate access options For independent researchers Read Online Read 100 articles/month free Subscribe to JPASS Unlimited reading + 10 downloads Purchase article $41.50 - Download now and later Abstract Delivering consistently good service quality is difficult but profitable for service organizations. Understanding why it is so difficult and how it might be facilitated is the purpose of the article. The authors' intent is to identify a reasonably exhaustive set of factors potentially affecting the magnitude and direction of four gaps on the marketer's side of their service quality model. Most factors involve (1) communication and control processes implemented in service organizations to manage employees and (2) consequences of these processes, such as role clarity and role conflict of contact personnel. Literature from the marketing and organizational behavior fields on these topics is reviewed and integrated with qualitative data from an exploratory study. Discussion centers on insights that can be obtained from empirical testing of the extended model. Journal Information The Journal of Marketing (JM) develops and disseminates knowledge about real-world marketing questions relevant to scholars, educators, managers, consumers, policy makers and other societal stakeholders. It is the premier outlet for substantive research in marketing. Since its founding in 1936, JM has played a significant role in shaping the content and boundaries of the marketing discipline? Publisher Information Sara Miller McCune founded SAGE Publishing in 1965 to support the dissemination of usable knowledge and educate a global community. SAGE is a leading international provider of innovative, high-quality content publishing more than 900 journals and over 800 new books each year, spanning a wide range of subject areas. A growing selection of library products includes archives, data, case studies and video. SAGE remains majority owned by our founder and after her lifetime will become owned by a charitable trust that secures the company’s continued independence. Principal offices are located in Los Angeles, London, New Delhi, Singapore, Washington DC and Melbourne. www.sagepublishing.com Rights & Usage This item is part of a JSTOR Collection. Presentation on theme: "The Gaps Model of Service Quality"— Presentation transcript: 1 The Gaps Model of Service Quality
2 Customer Expectations 3 Company Perceptions of Customer Expectations
4 Provider Gap 2 Not Selecting the Right Service Designs & Standards 5
Customer-Driven Service Designs & Standards 6 External Communications to Customers 7 Gaps Model of Service
Delivery 8 Key Factors Leading to Customer Gap
9 Key Factors Leading to Provider Gap 1 10 Key Factors Leading to Provider Gap 1 11 Key Factors Leading to Provider Gap 2
12 Key Factors Leading to Provider Gap 2
13 Key Factors Leading to Provider Gap 3 14 Key Factors Leading to Provider Gap 3
15 Key Factors Leading to Provider Gap 4 16 Key Factors Leading to Provider
Gap 4 Which of the following factors leads to provider gap 2?The key factors leading to the Provider Gap-2 are: Poor Service Design: • Unmethodical and disorganized new service development process. Unclear, undefined service designs. Non-success in connecting service design to service positioning.
What are the service provider gaps?A service gap is the difference between what the customers expect and what they perceived was delivered. This is based on a Gap Model. The Gap Model identifies six types of gaps that can occur along the way from the design to delivery of a service.
Which of the following gap is used to address the problems in communications to consumers involve issues that cross organizational boundaries?One of the major difficulties associated with provider gap 4 is that communications to consumers involve issues that cross organizational boundaries.
Can provider gap 4 be closed prior to closing any of the other three provider gaps How?Can provider gap 4 be closed prior to closing any of the other three provider gaps? How? Gap 4, which deals with lowering customer expectations, can be closed at anytime.
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