The service-quality model highlights the main requirements for delivering high service quality. Which are the five gaps that cause unsuccessful delivery?
The five gaps that cause unsuccessful customer service delivery are as follows:
a. The gap between consumer expectation and management perception: The management does not always correctly perceive what customers want.
b. The gap between management perception and service-quality specification: The management might correctly perceive customers' wants but not set a performance standard.
c. The gap between service-quality specifications and service delivery: The employees might be poorly trained, or incapable of or unwilling to meet the standard, or they may be held to conflicting standards, such as taking time to listen to customers and serving them fast.
d. The gap between service delivery and external communications: The consumers' expectations are affected by statements made by company representatives and ads.
e. The gap between perceived service and expected service: This gap occurs when the consumer misperceives the service quality.