Explain the customer satisfaction gaps shown in Figure 4.1. Data from Figure 4.1. CUSTOMER SELLER Word of
Question:
Explain the customer satisfaction “gaps” shown in Figure 4.1.
Data from Figure 4.1.
Transcribed Image Text:
CUSTOMER SELLER Word of mouth communications GAP 1 GAP 6 GAP 5 GAP 3 GAP 2 FIGURE 4.1 Satisfaction and Quality Model Requirements Expectations Perceived performance Actual performance Performance standards Management perceptions of expectations Past experience GAP 4 External communications
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Related Book For
Supply Chain Logistics Management
ISBN: 1260547825
5th Edition
Authors: Donald Bowersox, David Closs, M. Bixby Cooper
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