Learning Objectives
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Gap between management perception and service quality specification: This is when the management or service provider might correctly perceive what the customer wants, but may not set a performance standard. An example here would be that hospital administrators may tell the nurse to respond to a request ‘fast’, but may not specify ‘how fast’. The second gap in the service quality framework in the policy gap, reflecting the difference between management’s perception of customer expectations and actual customer service specifications. In this scenario, management may have an accurate understanding of customer expectations but that understanding hasn’t been effectively implemented as operating policy. Specificity is the key here. For example, an expectation that voicemails will answered in a timely manner is open to interpretation. Does “timely” mean within 24 hours? Does “timely” within the hour? What if service personnel are already working with customers? For clarity and operational effectiveness, policies should be developed with the SMART goal-setting acronym is mind. SMART stands for the following:
Note, however, that situational factors can complicate matters. Policy that is actionable when things go according to plan may not work when staff calls in sick or if there is an unexpected influx of customers or a power outage or [fill in the blank]. SMART goals can work well in most situations. Hiring employees who are able – and empowered – to improvise to achieve the overall customer satisfaction objective is best. Consider whether you should factor in Nordstrom’s Rule #1: “Use best judgment in all situations.”[1] It’s not appropriate for all circumstances, but if so, by all means factor in a personal judgement override. In order to address the policy-practice gap, companies should clarify, train on, measure and reward performance relative to customer service standards. To be specific, think about the following when you are creating policies:
practice questionsContribute!Did you have an idea for improving this content? We’d love your input. Improve this pageLearn More and service deliveryD) gap between management perception andservice-quality specificationE) gap between consumer expectation andmanagement perceptionPage: 373Which of the following is an example of a gapbetween service delivery and externalcommunications?A) The employees at GBL have been asked totake time to listen to customers, but they mustserve them fast as well.B) Amanda chose to shop at Alison's Fashionsbecause the store's website offered on-the-spot alterations. However, when she did buy adress, she had to wait a week to get it altered.C) Customers at LUX appreciate thepersonalized services the salespeople offer,but do not like the store design.D) Clearwater Spa attendants are well-trainedin massage therapy and the services they offer,but customers rarely return because they don'tlike the attendants' impersonal service. 53) Which of the following is an example of a gap between management perception and the service-quality specifications?A) The college brochure showed state-of-the-art classrooms, but when the visitors walked in, they sawpeeling walls and dull lighting.B) A nurse visits a patient to show care, but the patient interprets this as an indication that something isvery wrong.C) The hotel administrators think that guests want better food, but guests are more concerned with thecourtesy of the waiters. We have textbook solutions for you! The document you are viewing contains questions related to this textbook. Business English Guffey/Seefer Expert Verified D) A service center manager has asked his subordinates to provide fast service, but has not specified atime for the service to be performed.E) Customer service representatives are asked to give ample time to each customer, but must serve aminimum of 50 customers a day.DPage Ref: 373Objective: 4AACSB: Analytic skillsDifficulty: Moderate54) The customer service representatives at a call center have been asked to handle each call in notmore than five minutes. A recent customer survey by the company revealed that customers appreciate itwhen employees take the time to answer their questions fully and listen to their grievances. What kindof service gap is apparent here? Get answer to your question and much more Page Ref: 373Objective: 4AACSB: Analytic skillsDifficulty: Moderate55) The customer service representatives at a call center have been asked to handle each call in notmore than five minutes. At the same time, they have been asked to answer all customer queries in detailand provide appropriate solutions. What kind of service gap is apparent here? Get answer to your question and much more Page Ref: 373Objective: 4 AACSB: Analytic skillsDifficulty: Moderate56) Which of the following is an example of a gap between service delivery and externalcommunications? Get answer to your question and much more Upload your study docs or become a Course Hero member to access this document Upload your study docs or become a Course Hero member to access this document End of preview. Want to read all 43 pages? Upload your study docs or become a Course Hero member to access this document Professor Dr. Stephanie Gillison Tags Marketing, Page Ref, analytic skills, Service system Which of the following is an example of a gap between management perception and the service quality specifications?Which of the following is an example of a gap between management perception and the service-quality specifications? A service center manager has asked his subordinates to provide fast service, but has not specified a time for the service to be performed.
Which of the following is an example of a pure service?Examples of pure service businesses include airlines, banks, computer service bureaus, law firms, plumbing repair companies, motion picture theaters, and management consulting firms.
Is a service quality that depends on who provides and under what conditions?satisfaction. It means the customers receive the expected product without unwanted surprises. The quality of service depends on who provides them and when and where they are provided.
Which of the following is an example of self service technologies?Automated teller machines (ATMs), self-pumping at gas stations, self-ticket purchasing on the Internet and self-check-out at hotels and libraries are typical examples of self service technologies.
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Which of the following is an example of a gap between management perception and the service quality?
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