Master Class: Service Quality - The Gaps Model & Diagnosing Quality Shortfalls

Discusses what is service quality, how important it is, and how we can explain quality shortfalls, and how to close the gaps. Importantly, it also discussed whether one can invest too much into quality and what the right level of investment should be.

[@ProfessorJochenWirtz]

The Gaps Model in this video was adapted from the original five-gaps model developed by A. Parasuraman, Valarie A. Zeithaml, and Leonard L. Berry (1985), “A conceptual model of service quality and its implications for future research,” Journal of Marketing, Vol. 49, No. 4, pp. 41-50; Valarie A. Zeithaml, Mary Jo Bitner, and Dwayne Gremler (2017), Services Marketing: Integrating Customer Focus Across the Firm, 7th ed. New York, NY: McGraw Hill/Irwin, p. 45. A further gap (Gap 5) was added by Christopher Lovelock (1994), Product Plus. New York: NY: McGraw Hill, p. 112.

[@vidushisharma9149]

It's an informative session. Thank You.

[@ahmedabdallah-2024]

Thank you so much, this was very informative and useful. Please keep it up.

[@user-kx3uu9jn9o]

Very useful and informative. This helped me to understand the topic!!

[@wuihenglim8985]

Very detailed. As an ex-SQ crew, i know this is exactly how SQ does it.

[@ProfessorJochenWirtz]

Thank you, Singapore Airlines has been a shining example of service excellence for decades! My favorite airline to fly.

[@danielahidalgo9244]

Thank you so much. This is very useful and you explain it so well.

[@ProfessorJochenWirtz]

Thank you, am happy to know you like it!

[@ProfessorJochenWirtz]

Download a free copy of the Winning in Service Markets Series on Service Quality - www.researchgate.net/publication/320056940_Winning_in_Service_Markets_Series_Vol_12_Service_Quality_and_Productivity_Management

[@erphuachoices4930]

What of assurance

[@ProfessorJochenWirtz]

See the chapter on service guarantees and also Service recovery. They cover this topic.