Negative gaps between expectations and the actual service

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Reference no: EM132188792

NO SHORT ANSWERS AND ALSO LIST REFERENCES AND IN-TEXT CITATIONS.

Topic : Service Quality

Recall the last time you had an unsatisfactory encounter with a service provider (IN THE UNITED STATES).

Given the dimensions of service quality, exactly where were the negative gaps between expectations and the actual service?

Next, contrast the unsatisfactory experience with a positive one.

Please answer this discussion using the five SERVQUAL dimensions. Which were met or not met?

TANGIBLES-Appearance of physical facilities, equipment, personnel, and communication materials

RELIABILITY-Ability to perform the promised service dependably and accurately

RESPONSIVENESS-Willingness to help customers and provide prompt service

ASSURANCE-Knowledge and courtesy of employees and their ability to convey trust and confidence

EMPATHY-Caring, individualized attention the firm provides its customers.

Reference no: EM132188792

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