tailieunhanh - Service gaps

Service Gap Model concerns with enhancement of service quality. It provides a path to the retailers about closing the gap between customers’ expectations and the perceived service. | Service gaps International Journal of Management IJM Volume 7 Issue 5 July Aug 2016 131 Article ID IJM_07_05_011 Available online at http ijm JType IJM amp VType 7 amp IType 5 Journal Impact Factor 2016 Calculated by GISI ISSN Print 0976-6502 and ISSN Online 0976-6510 IAEME Publication SERVICE GAPS Dr. Amarja Satish Nargunde Associate Professor Department of Management Studies Bharati Vidyapeeth Deemed University Institute of Management and Rural Development Administration Sangli India ABSTRACT Service Gap Model concerns with enhancement of service quality. It provides a path to the retailers about closing the gap between customers expectations and the perceived service. The model underlines the hindrances that usually hampers retailers ability to satisfy customers. When customers expectation are not matched with their perception about the service they received it results in dissatisfaction and they form negative opinions about the service. Therefore it becomes important for the retailers to remove customers negative thinking- gap between expectations and perceptions. Key words Service Quality Closing The Gap Expectations and Perceptions Cite this Article Dr. Amarja Satish Nargunde Service Gaps. International Journal of Management 7 5 2016 pp. 123 131. http IJM JType IJM amp VType 7 amp IType 5 INTRODUCTION Marketing of services in an effective way is a complicated process which calls for different strategies skills and tasks. Unlike products maintaining consistent quality of services becomes very difficult as services are rendered by people whose skills knowledge experience and expertise vary greatly from one another. Service marketers faced this problem for a long period of time about how to tackle this complex problem in a systematic manner. Merely designing effective quality management processes is not enough to achieve desired objectives. One of the ways seeing service marketing