1. Customer’sAssessment Real Expectation “Satisfied” Inflated Expectation “Extremely Satisfied” Promoted Expectation Service Provider’s Assessment Management’s Perceived Customer Expectation Service Design Spec. Service Delivered G1 G2 G3 G4 Service Received G5 = Service Quality Gap Conformance Design Marketing Communication Causes of Gaps Service Quality Gap Stephen K. Kwan From F & F 6th ed Figure 6.3 original by U. Bagchi. Service Quality

2. Customer’sAssessment Service Provider’s Assessment Service Level Agreement Stephen K. Kwan Service Quality Service Level Agreement

3. Customer’sAssessment Service Provider’s Assessment Service Failure Recovery Stephen K. Kwan Service Quality Service Failure Loyalty, Satisfaction, Retention after Service Recovery? Real Expectation