Service quality gaps with examples from Parasuraman et al. (1985)
| No. | Name | Description |
|---|---|---|
| 1 | Consumer expectation – management perception gap | Executives and managers do not fully understand what is considered good quality and what is desired by consumers |
| 2 | Management perception – service quality specification gap | Inability to specify the service based on management expectations due to issues such as resource and market constraints and lack of management commitment |
| 3 | Service quality specification – service delivery gap | Errors in service delivery, largely dependent on the human factor |
| 4 | Service delivery – external communications gap | Communicating high quality increases the initial quality expectations and decreases the perceived quality if the company under-delivers. This can also work in an opposite way if the service quality is higher than what is communicated |
| 5 | Expected service – perceived service gap | The final determinant of how the consumer experiences the service is dependent on the initial expectations and if the service delivered is perceived as lower, equal or greater |
| No. | Name | Description |
|---|---|---|
| 1 | Consumer expectation – management perception gap | Executives and managers do not fully understand what is considered good quality and what is desired by consumers |
| 2 | Management perception – service quality specification gap | Inability to specify the service based on management expectations due to issues such as resource and market constraints and lack of management commitment |
| 3 | Service quality specification – service delivery gap | Errors in service delivery, largely dependent on the human factor |
| 4 | Service delivery – external communications gap | Communicating high quality increases the initial quality expectations and decreases the perceived quality if the company under-delivers. This can also work in an opposite way if the service quality is higher than what is communicated |
| 5 | Expected service – perceived service gap | The final determinant of how the consumer experiences the service is dependent on the initial expectations and if the service delivered is perceived as lower, equal or greater |
As a benefit of your subscription, you can share temporary access to restricted articles.
Each link will stop working after 30 days or 10 uses. You may create up to 10 links in a 30 day period.
Please sign in to your personal account to gift article access.
As a benefit of your subscription, you can share temporary access to restricted articles.
Each link will stop working after 30 days or 10 uses. You may create up to 10 links in a 30 day period.
Gift articles remaining: --
Each link will stop working after 30 days or 10 uses. You may create up to 10 links in a 30 day period.
Gift articles remaining: --
As a benefit of your subscription, you can share temporary access to restricted articles.
Each link will stop working after 30 days or 10 uses.
You have reached the limit of 10 links within a 30 day period.
Sharing content requires targeting cookies to be enabled. Please update your cookie preferences to use this feature.