Question

Pick a specific service that you or your workplace purchases. Use the Service-Quality model presented in our textbook and describe the service including the five potential gaps that can cause unsuccessful service delivery.

Answer 1

Service Purchase: Service purchase by the organization is the service support provided by the external sub contractor to the organization as per agreed contract terms and for the given time period with contracted price.

A specific service that our workplace purchases : Vehicle service for employee pick up or drop for airport.

Service-Quality model: The service quality model is the model which demonstrates the way to deliver high quality service which meets / exceeds the customer expectations and creates a excellent service support atmosphere. The purpose of service quality model is to ensure the quality levels in the service business so that the service business is survivable and produce good revenue for the organization.

Service quality in the above case of vehicle service from the subcontractor is very essential for the continuation of the service business and customer satisfaction.

Five potential gaps in the service model are as below

• Expected Service levels vs Perception of Management : This is the gap between the service provider and the customer that what customer is looking the service levels for the vehicle service and what management is generating the perception for the vehicle support service.
• Perception of Management vs Service design: the service provider needs to understand the gap between the perceptions of management on the vehicle service against the design of the service by the service provider.
• Service design vs Delivery of Service : The service provider needs to understand the gap between the service design and the service actually delivered to the customers.
• Service delivery against Service Communication: The service provider needs to understand the gap between the service delivery and the service communication done with customers team.
• Expected service vs perceived service : the service provider needs to understand the gap between expected service by the customer and the service perceived by the customers.

All the above stated five service gaps can create the service model unsuccessful for the business. Thus the service provider needs to be very careful and needs to ensure that these gaps are eliminated in the service quality model for any service business.