Scribd Logo
Upload

Welcome to Scribd!

  • 66 views

    Service Marketing Assignment

    Uploaded by

    Abdullah Al Mamun
    The document discusses five gaps that can occur between customer expectations and service delivery for an organization like the Toronto Transit Commission: 1. The gap between management perception and customer expectation, where management may not fully understand customer needs. 2. The gap between service quality specifications set by management and management's own perception, where strategic tools are needed to properly assess the external environment. 3. The gap between service quality specifications and actual service delivery, where the specified service is not what is provided. 4. The gap between external communications about the service and the service that is actually delivered. 5. The gap between customers' experienced service and what they expected, where high prices can limit a company's market

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd

    Service Marketing Assignment

    Uploaded by

    Abdullah Al Mamun
    66 views2 pages
    The document discusses five gaps that can occur between customer expectations and service delivery for an organization like the Toronto Transit Commission: 1. The gap between management perception and customer expectation, where management may not fully understand customer needs. 2. The gap between service quality specifications set by management and management's own perception, where strategic tools are needed to properly assess the external environment. 3. The gap between service quality specifications and actual service delivery, where the specified service is not what is provided. 4. The gap between external communications about the service and the service that is actually delivered. 5. The gap between customers' experienced service and what they expected, where high prices can limit a company's market

    Original Description:

    File

    Copyright

    © © All Rights Reserved

    Available Formats

    DOCX, PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    The document discusses five gaps that can occur between customer expectations and service delivery for an organization like the Toronto Transit Commission: 1. The gap between management perception and customer expectation, where management may not fully understand customer needs. 2. The gap between service quality specifications set by management and management's own perception, where strategic tools are needed to properly assess the external environment. 3. The gap between service quality specifications and actual service delivery, where the specified service is not what is provided. 4. The gap between external communications about the service and the service that is actually delivered. 5. The gap between customers' experienced service and what they expected, where high prices can limit a company's market

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    66 views2 pages

    Service Marketing Assignment

    Uploaded by

    Abdullah Al Mamun
    The document discusses five gaps that can occur between customer expectations and service delivery for an organization like the Toronto Transit Commission: 1. The gap between management perception and customer expectation, where management may not fully understand customer needs. 2. The gap between service quality specifications set by management and management's own perception, where strategic tools are needed to properly assess the external environment. 3. The gap between service quality specifications and actual service delivery, where the specified service is not what is provided. 4. The gap between external communications about the service and the service that is actually delivered. 5. The gap between customers' experienced service and what they expected, where high prices can limit a company's market

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 2

    Bonus Assignment

    MKT350, Section1, Spring-2021

    Name: Abdullah, ID: 1730765

    GAP 1: Gap between Management Perception and Customer Expectation


    The Toronto Transit Commission Service Quality and Customer Perception cannot influence these factors
    in its favors, and in contrast, these factors directly affect the operations and workings of the company.

    As a result, Toronto Transit Commission Service Quality and Customer Perception must make sure to
    continually assess and review the external environment to make sure that it responds to external factors,
    and take them into account, during strategic decisions, and strategy devising.

    GAP 2: Gap between Service Quality Specification and Management Perception


    Businesses like Toronto Transit Commission Service Quality and Customer Perception make use of
    strategic model tools continually to make sure that they are aware of the external environment.

    These include tools like the pestle analysis and Porter’s five force model, as well as strategic group
    analysis and pentagonal analysis, to name a few.

    GAP 3: Gap between Service Quality Specification and Service Delivery


    There are always different alternatives or substitutes for various products that lead an industry.

    These substitutes may be direct or indirect– the direct substitutes are the same category products.
    produced by different players; indirect substitutes are the ones from different product categories that can
    replace the product for Toronto Transit Commission Service Quality and Customer Perception.

    GAP 4: Gap between External Communication and Service Delivery


    Leading organizations such as Toronto Transit Commission Service Quality and Customer Perception
    have obtained sustainable competitive advantage and have had the option to achieve the strategic position.

    There can be different sources of sustainable competitive advantage for Toronto Transit Commission
    Service Quality and Customer Perception. A firm can depend on innovation to decrease its overall
    production costs and would then be able to pass this advantage on to its clients.

    Toronto Transit Commission Service Quality and Customer Perception can also concentrate on making a
    differentiated item or administration to increase its overall share of the pie.

    1
    Toronto Transit Commission Service Quality and Customer Perception can generate considerable
    sustainable competitive advantage utilizing these systems. This is done through means of traditional as
    well as modern procedures embraced by Toronto Transit Commission Service Quality and Customer
    Perception to competitive advantage hand and increase its share of the pie.

    GAP 5: Gap between Experienced Service and Expected Service


    Toronto Transit Commission Service Quality and Customer Perception has a premium brand image
    attached, and thus all its products in the portfolio are priced highly

    This expands overall revenues yet decrease the affordability of its items.

    This internal key factor is a shortcoming since it confines the organization's share of the overall industry,
    particularly in territories with generally lower disposable earnings

    You might also like