Exam 2: Conceptual Framework of the Book: the Gaps Model of Service Quality

Provider gap 1 is widened when the service provider promises delivery on Monday when in fact there is no way the service provider can deliver until the following Thursday.

Service providers like insurance companies that emphasize acquiring new customers rather than retaining current customers are broadening provider _____ of the gaps model of service quality.

The romantic mountain getaway seemed like the perfect Valentine's Day gift.The pictures in the brochure showed couples enjoying the amenities in their cabins.When the couple arrived,they found a cold,uninviting cabin with a shortage of creature comforts--no down-filled blankets,no wood for the fireplace,paper plates and cups and a broken chair.In this service example,the _____ was not what the customers expected.

Provider gap 2 exists in service companies because of a failure of horizontal communication.

The marketing that goes on between an insurance agent and a current customer that is buying car insurance for a new teenage driver is an example of _____ marketing.

One of the major difficulties associated with provider gap 4 is that communications to consumers typically involve issues that cross organizational boundaries.

Service companies can close provider gap 3 by doing any of the following EXCEPT:

Inappropriate physical evidence can result in provider gap 2.