Professional Documents
Culture Documents
Expected
Service
Customer Gap
Perceived Service
External Communications to Customers
COMPANY
Service Delivery
GAP 3
Customer-Driven Service Designs and Standards
GAP 4
GAP 1
GAP 2
Part 1 Opener
Provider Gap 1:
not knowing what customers expect
Provider Gap 2:
not having the right service designs and standards
Provider Gap 3:
not delivering to service standards
Provider Gap 4:
Part 1 Opener
Expected Service
GAP
Perceived Service
Part 1 Opener
Chapter
Services: Search versus Experience versus Credence Properties? Services: Categories in the Decisionmaking Process and Framework of the Chapter The Role of Culture in Services
Experience Qualities
attributes a consumer can determine after purchase (or during consumption) of a product
Credence Qualities
characteristics that may be impossible to evaluate even after purchase and consumption
Figure 2.2
Most Services
Difficult to evaluate
Figure 2.3
Evaluation of Alternatives
Evoked set Emotion and mood
Post-Purchase Evaluation
Attribution of dissatisfaction Innovation diffusion Brand loyalty
Evaluation of Alternatives
Evoked set Emotion and mood
Culture
Post-Purchase Evaluation
Attribution of dissatisfaction Innovation diffusion Brand loyalty
Global Feature: Differences in the Service Experience in the U.S. and Japan
Authenticity Caring Control Courtesy Formality Friendliness Personalization Promptness