Describe the Five Gaps Identified in the Gap Model of Service

question 168

Essay

Describe the five gaps identified in the gap model of service quality that can cause problems in service delivery and influence customer evaluations of service quality.Discuss ways that marketers can close each gap.

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Definitions:

Cognitive Changes

Alterations in mental processes such as thinking, learning, and remembering that may occur due to various factors including aging, disease, or psychological conditions.

Cohort Effect

The impact on development occurring when a group of people share a common time period or common life experience.

Great Depression

A severe worldwide economic downturn that lasted throughout the 1930s, marked by high unemployment, deflation, and financial instability.

Roll Over

A movement whereby someone or something turns over completely in a horizontal or vertical axis.