ZuoTi.Pro
Question

Gap 5 in the GAP model is the difference between: customer expectations and management perceptions of...

Gap 5 in the GAP model is the difference between: customer expectations and management perceptions of those expectations. quality specifications documented in operating and training manuals and plans and their implementation. actual manufacturing and service-delivery system performance and external communications to the customers. the customer's expectations and perceptions.

business   Operations-Management   
0 0
Add a comment Improve this question Transcribed image text
Next > < Previous
Sort answers by oldest

Homework Answers

Answer #1

The answer is “the customer's expectations and perceptions”.

Gap 5 is also known as the customer gap. It is the difference between the customer’s expectations and the customer’s perceptions.

In other words this is the gap that exists between expected and perceived quality of service. This gap often leads to service failures.

0 0
Add a comment
Know the answer?
Add Answer to:
Gap 5 in the GAP model is the difference between: customer expectations and management perceptions of...
Your Answer:

Post as a guest

Your Name:

What's your source?

Earn Coins

Coins can be redeemed for fabulous gifts.

Log In

Sign Up

Not the answer you're looking for? Ask your own homework help question. Our experts will answer your question WITHIN MINUTES for Free.
Similar Homework Help Questions

  • ((Marketeing in Healthcare)) 1-True or False? A strong brand has been found to create a barrier...

    ((Marketeing in Healthcare)) 1-True or False? A strong brand has been found to create a barrier to entry, but it has no relationship to customer satisfaction. True False 2-True or False? When a multispecialty group that has primary care satellites establishes a telemedicine division that provides primary care access, there is a risk of cannibalization. True False 3-Adoption increases when the group of people considering the new technology is more similar. This is referred to as the dimension of: A....

  • In my management business class, I wrote some short essay Can you check my grammar below...

    In my management business class, I wrote some short essay Can you check my grammar below paper? I think that the maintenance of loyal customers and the service of companies are deeply related and really important in making continuous marketing. In our life, we all experienced several services. Some times it's a good experience for us. Otherwise, it's the worst experience. I have lots of bad service quality experiences in my past. I really like to share one incident here....

  • Discussion questions 1. What is the link between internal marketing and service quality in the ai...

    Discussion questions 1. What is the link between internal marketing and service quality in the airline industry? 2. What internal marketing programmes could British Airways put into place to avoid further internal unrest? What potential is there to extend auch programmes to external partners? 3. What challenges may BA face in implementing an internal marketing programme to deliver value to its customers? (1981)ǐn the context ofbank marketing ths theme has bon pururd by other, nashri oriented towards the identification of...

  • SCM and Its Critical Success Factors For a supply chain management project to be successful, a...

    SCM and Its Critical Success Factors For a supply chain management project to be successful, a company must achieve certain key factors. The Advisory Council at Information Week has put together a list of those key factors: ● Business-driven strategy: The information system for managing the supply chain must focus on the customer, allowing the customer greater efficiencies in the process. The customer should find that ordering material from the vendor is now more efficient with the new system. The...

  • Discuss how KARLEE’s practices reflect on the philosophies of Deming and Juran individually (100-200 words) QUALITY...

    Discuss how KARLEE’s practices reflect on the philosophies of Deming and Juran individually (100-200 words) QUALITY in PRACTICE Bringing Quality Principles to Life at KARLEE43 KARLEE is a contract manufacturer of precision sheet customer's requirements and producing accord- metal and machined components for telecommunica ing to those requirements. Teams are empowered tions, semiconductor, and medical equipment indus to change targets recommended during strategic tries, located in Garland, Texas. KARLEE provides a planning if they believe it will help them achieve...

  • what are the criterion that can use to compare? nfotmat Intemal Business Proposals asked request Formally...

    what are the criterion that can use to compare? nfotmat Intemal Business Proposals asked request Formally Solicited Business Proposals: Written in response to a buyer's requirements 1. Requirements Matrix, which matches customer requirements with the paragraph and page numbers of where those requirements are addressed in the proposal 2. Executive Summary, which outlines the primary benefits of the vendors' solutions to the customer's requirements 3. Technical Volume, which demonstrates how each requirement will be met 4. Management Volume, which describes...

  • .INTRODUCTION In the era of vicious competition, where customer is a king, organizations can only succeed...

    .INTRODUCTION In the era of vicious competition, where customer is a king, organizations can only succeed if they are able to cater the changing demands of the customers. While catering to these diverse demands; manufacturing costs and product lead time to launch the product to market must be minimized and delivering better performance for the product or service than the existing competitors in the market is of utmost importance (Surange, 2015). Hence if one has to survive the recession on...

  • Map Crayola’s five pillars of operational leadership to the competitive priorities in Table 1.3 Create an...

    Map Crayola’s five pillars of operational leadership to the competitive priorities in Table 1.3 Create an assessment of Crayola’s competitive priorities as it relates to their Asian expansion plans Which of the competitive priorities might present the biggest challenge to Crayola as it expands internationally? VIDEO CASE Using Operations to Create Value at Crayola Operations processes are at the heart of Crayola, the Easton, Pennsylvania maker of crayons, markers, and paints loved by children of all ages around the world....

  • This case is in the book, Operations and Supply Chain Management. I need everyone to help...

    This case is in the book, Operations and Supply Chain Management. I need everyone to help me. thank you so much! 36 44 32 20 24 28 8 12 16 On March 31, 2016, Tesla Motors announced the release of its new Model 3 electric oar. Over 276,000 people from around the world put down $1,000 reservations for the car within three days. First deliveries of the car are expected in late 2017. The innovative new car is a follow-up...

  • Project is about "House of Kaviari," and the industry is Caviar Industry. I only want Part.4...

    Project is about "House of Kaviari," and the industry is Caviar Industry. I only want Part.4 "Strategic Performance" BUSINESS STRATEGY ANALYSIS REQUIRES THE FOLLOWING: 1. Identify strategic goals. – A firm's strategic goals drive business strategy and address the key success factors of the industry. Strategic goals often include the vision or mission statement for the business. They should also set the direction and standard for financial and market results against which actual performance can be measured. The two most...

ADVERTISEMENT
Free Homework Help App
Download From Google Play
Scan Your Homework
to Get Instant Free Answers
Need Online Homework Help?
Ask a Question
Get Answers For Free
Most questions answered within 3 hours.
ADVERTISEMENT
ADVERTISEMENT
ADVERTISEMENT