Discussing service quality measurement

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Reference no: EM133295201

Assignment:

We began discussing service quality measurement. Specifically, the Gap model was introduced. Service quality can be enhanced by "closing" each of the gaps in this model. Put yourself in the position of the senior leader in a hospitality and tourism business charged with enhancing service quality. Discuss which gap you believe is the most critical to close, or analyze, as a first priority and why. Which gap do you believe to be the least critical to close or analyze? Why? Reflect both a management and a customer perspective in your responses. Use examples to illustrate your points.

The different gaps are

1- the listening gap,

2- the service design and standards gap,

3- the service performance gap,

4- the communication gap (Zeithaml et al, 2017).

Reference no: EM133295201

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