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Discussing the Service Gap,

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Discuss the Gap Model of Service Quality found on page 368 of your textbook. Discuss how you had a personal experience with a Service gap and how was the service gap Closed (or not closed)?

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Solution Summary

A discussion on the service gap is provided for quality. The experts experience with a service gap is provided.

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Hello. I have reviewed the attachment and provide the following:

My gap analysis will be about a time share company that I have worked with for several years.

Gap One: Managements perceptions of consumer of consumer expectations vs. actual customer expectations of service

Management believes that once consumers purchase their units that their expectations will be met based on their current experience. However, the actual customer expectation exceeds what they initially received. Customers receive good customer service in the beginning and therefore expectations would be that customer service would meet or exceed their experience on each and every occasion.

Gap Two: managements perceptions of ...

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