5 gaps of service marketing

Give me details about 5 gaps of service marketing

Hey Buddy, I want to know the Customer Service Gap Model so can you please tell me?

[pawan]

The Customer gap is the difference between Customer Expectations and customer perceptions.

Customer expectation is what the customer expects according to available resources and is influenced by cultural background, family lifestyle, personality, demographics, advertising, experience with similar products and information available online.

Customer perception is totally subjective and is based on the customers interaction with the product or service. Perception is derived from the customers satisfaction of the specific product or service and the quality of service delivery.

The customer gap is the most important gap and in an ideal world the customers expectation would be almost identical to the customers perception.

Todays Consumer has become increasingly demanding. They not only want high quality products but they also expect high quality customer service.

Even manufactured products such as cars, mobile phones and computers cannot gain a strategic competitive advantage through the physical products alone. From a consumers point of view, customer service is considered very much part of the product.

Understanding customer needs and knowing customer expectations could be the best way to close the gap.