Service Quality

Please read the attached article which analyses communication and control processes in the delivery of service quality. A service quality model is developed identifying four “gaps”, which can be used to explain why there might be a difference between the quality of service a consumer expects and the quality of the service which the consumer perceives is being delivered. Remember the consumer can be someone within your organization, as well as the paying customer.

We want you to apply the model to a situation with which you are familiar. In your response, you should:
1.Describe the situation
2.Discuss which of the four service quality gaps are most important in
explaining service quality variations
3.Suggest what might be done to close the gaps
The essay (2000 words) should be typed, and If you use any material taken from reading or the web, please be careful to provide full and accurate references to your sources. For more information on Service Quality check on this:

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