https://padlet.com/shubham8424/t4d67ujk9s2g Classroom Notes for Services Marketing en-us 2018-04-05 09:18:42 UTC 2024-11-30 08:04:18 UTC hello@padlet.com shubham8424 https://padlet.com/shubham8424/t4d67ujk9s2g/wish/248799776 The difference between Customer expectations and perceptions. Highly differentiated co. look to minimize customer gap to increase value.]]> 2018-04-05 09:57:52 UTC https://padlet.com/shubham8424/t4d67ujk9s2g/wish/248799776 shubham8424 https://padlet.com/shubham8424/t4d67ujk9s2g/wish/248799864 The Knowledge/ Listening Gap is not knowing what customers expect. To reduce Gap#1, the Oberoi used Market research by travelling to various hotels for ~35 years.]]> 2018-04-05 09:58:19 UTC https://padlet.com/shubham8424/t4d67ujk9s2g/wish/248799864 shubham8424 https://padlet.com/shubham8424/t4d67ujk9s2g/wish/248800143 The service design and standards gap is not having the right designs and standards. The market feedback and customer delay times and dissatisfaction indicate Gap#2]]> 2018-04-05 09:59:30 UTC https://padlet.com/shubham8424/t4d67ujk9s2g/wish/248800143 shubham8424 https://padlet.com/shubham8424/t4d67ujk9s2g/wish/248800874 The service performance gap is not delivering to the service upto standard. For instance, failure of employee to not deliver the expected services.]]> 2018-04-05 10:03:25 UTC https://padlet.com/shubham8424/t4d67ujk9s2g/wish/248800874 shubham8424 https://padlet.com/shubham8424/t4d67ujk9s2g/wish/248801211 The communication gap is not matching performance with the promises. The negative Word of Mouth is an indicator.]]> 2018-04-05 10:04:43 UTC https://padlet.com/shubham8424/t4d67ujk9s2g/wish/248801211