Question

Explain how the gap between service quality standards and customer expectations can occur. How can it...

Explain how the gap between service quality standards and customer expectations can occur. How can it be avoided?

Homework Answers

Answer #1

The business or service provider generally fails to properly test what the customer needs and wants. This interaction often occurs because workers and managers have insufficient communication. Business division is incomplete. The result of this gap is insufficient research on the market. For example- a caféoner may feel that the customer needs coffee and food in a better environment in the cafe, but this worries the consumer more.

If the manager or service provider knows correctly what the customer wants but cannot set standards of efficiency. This may be due to poor business design, insufficient physical evidence, non-systemic implementation of new services. The restaurant manager, for example, may request the waiter to place a customer order to the waiter without specifying "how soon", such inequality may occur for workers. This may be due to poor schooling, disability or unwillingness to meet specified levels of service. This may be due to incorrect methods of measurement and compensation. The main explanation for this disparity is poor recruitment.

This disparity can be caused by the failure of supply and demand. There is also no democracy, concentrated control and structure. An example might be a restaurant with very strict food requirements, but restaurant staff may not be well educated on how to follow them.

The following drawbacks should be avoided:

  • With data study, issue analysis and consumer group etc., it is very important to understand customer preferences.
  • Improving the contact and controlling the rate between the two with the contact person.
  • Ensure that top management demonstrates a strong dedication to customer-defined service.
  • Determine clearly defined, practical and specified quality of service goals to meet customer needs.
  • Explain to workers which activities affect productivity and which should be exposed.
  • Determine clearly defined, practical, and specified quality of service goals to meet customer needs.

Know the answer?
Your Answer:

Post as a guest

Your Name:

What's your source?

Earn Coins

Coins can be redeemed for fabulous gifts.

Not the answer you're looking for?
Ask your own homework help question
Similar Questions
Is it important that a service provider manages customer expectations through its communications and promotions? How...
Is it important that a service provider manages customer expectations through its communications and promotions? How can a service provider accomplish this? Explain your answer with an example.
Explain a recessionary expenditures gap. Explain an inflationary expenditures gap. Which is more likely to occur...
Explain a recessionary expenditures gap. Explain an inflationary expenditures gap. Which is more likely to occur during a negative GDP gap and which is more likely to be associated with a positive GDP gap?
what is service quality and e-service quality? How kano model can use as a tool to...
what is service quality and e-service quality? How kano model can use as a tool to define them?
What is meant by cocreating value in service markets? Using a cafe, explain how service quality...
What is meant by cocreating value in service markets? Using a cafe, explain how service quality can be managed effectively via input from customers and companies. Then, provide another example of cocreation in practice.
what is definition of Service? what is definition of Quality? explain as much as you can.
what is definition of Service? what is definition of Quality? explain as much as you can.
Explain what herding, leverage, and extrapolative expectations are and how they can lead to a bubble....
Explain what herding, leverage, and extrapolative expectations are and how they can lead to a bubble. Also explain why extrapolative expectations are essential for the formation of a bubble and how leverage can cause the bursting of a bubble to be worse than it otherwise would be. Explain in a short paragraph.
There are 8 standards listed by the National Safety and Quality Health Standards (NSQHS). How does...
There are 8 standards listed by the National Safety and Quality Health Standards (NSQHS). How does Standard 3, Preventing and Controlling Healthcare-Associated Infection, relate to medication administration in Australia? PLEASE CAN SOMEONE HELP ME WITH THIS ASAP
As a Pre-K Family Service Worker how can you demonstrated the job factor standards.
As a Pre-K Family Service Worker how can you demonstrated the job factor standards.
Provide a sketch showing the relationship between sales and customer service. Explain why do sales increase...
Provide a sketch showing the relationship between sales and customer service. Explain why do sales increase with improvements in services.
13-3. Discuss customer service level for an inventory system within the context of quality management.
13-3. Discuss customer service level for an inventory system within the context of quality management.
ADVERTISEMENT
Need Online Homework Help?

Get Answers For Free
Most questions answered within 1 hours.

Ask a Question
ADVERTISEMENT