Class Notes (836,517)
Canada (509,851)
RMG 303 (25)
Lecture

Gap Model

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Department
Retail Management
Course
RMG 303
Professor
Frances Gunn
Semester
Winter

Description
Gap 1 What the customer expectation (Knowledge Gap) Not knowing what the customers expect Inadequate Marketing Research Orientation Lack of Upward Communication Insufficient Relationship Focus Inadequate Service Recovery Gap 2 Service design [Greetings] (Specification Gap) Not selecting the right service design and standards Poor Service Design Absence of Customer-Driven Standards Inappropriate Physical Evidence and Servicescape Gap 3 Idea of customers expectations but delivery falls through (Delivery Gap)
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