PPT Slide

Perceived

Service

Expected Service

CUSTOMER

COMPANY

Customer

Gap

GAP 1

GAP 2

Gaps Model of Service Quality

GAP 3

External Communications to Customers

GAP 4

Service Delivery

Customer-Driven Service Designs and Standards

Company Perceptions of Consumer Expectations

Part 1 Opener

Previous slide

Next slide

Back to first slide

View graphic version