1. McGraw-Hill © 2000 The McGraw-Hill Companies 1 S M S M McGraw-Hill © 2000 The McGraw-Hill Companies Part 6 : THE BIG PICTURE: CLOSING ALL THE GAPS

2. McGraw-Hill © 2000 The McGraw-Hill Companies 2 S M S M McGraw-Hill © 2000 The McGraw-Hill Companies Chapter 18 THE INTEGRATED GAPS MODEL OF SERVICE QUALITY

3. McGraw-Hill © 2000 The McGraw-Hill Companies 3 S M Perceived Service Expected Service CUSTOMER COMPANY Customer Gap GAP 1 GAP 2 Gaps Model of Service Quality GAP 3 External Communications to Customers GAP 4 Service Delivery Customer-Driven Service Designs and Standards Company Perceptions of Consumer Expectations Figure 18-1

4. McGraw-Hill © 2000 The McGraw-Hill Companies 4 S M Customer Expectations Customer Perceptions Figure 18-2 Key Factors Leading to Key Factors Leading to the Customer Gap Customer Gap

5. McGraw-Hill © 2000 The McGraw-Hill Companies 5 S M Customer Expectations Company Perceptions of Customer Expectations GAP 1 Figure 18-3 Key Factors Leading to Provider Gap 1

6. McGraw-Hill © 2000 The McGraw-Hill Companies 6 S M Customer-Driven Service Designs and Standards Management Perceptions of Customer Expectations GAP 2 Figure 18-4 Key Factors Leading to Provider Gap 2

7. McGraw-Hill © 2000 The McGraw-Hill Companies 7 S M Service Delivery Customer-Driven Service Designs and Standards Key Factors Leading to Provider GAP 3 Figure 18-5 GAP 3

8. McGraw-Hill © 2000 The McGraw-Hill Companies 8 S M Service Delivery Key Factors Leading to Provider GAP 4 Figure 18-6 GAP 4 External Communications to Customers