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I agree with you that every business needs to plan on running its operation and the structure it is going to follow to achieve its goals. A business plan is an essential business tool that can guarantee success if well-created and adhere to. Additionally, allow me to congratulate your idea of valuing the service process design in developing and offering the best in your two roles, the role of human resource manager and a college instructor. According to my research, there are five model gaps of service delivery (Frost, 21). The first gap is the gap that occurs due to the management’s perceptions and what customers are expecting. The second gap involves the perception of leadership in terms of service quality and the actual customer’s expectation of a particular service.
The third service gap is that of the quality of service a customer specifies and the turn between which they are delivered to them. The fourth service gap is communication and service delivery, whereby the service advertised is not precisely the service provided. Lastly is that the gap between services expected by the clients or customers and the experienced service. Indeed, the service gaps I discovered do significantly disparity to the three-level gaps mentioned in your thread (Mauri, 3). Therefore, let me put more weight on your allegation of service gaps that addressed the cracks leading to businesses’ financial advantages. To improve on the holes in the service delivery process, companies need to affirm responsiveness, Empathy, Assurance, and reliability. Thank you so much for your engaging thread; it was much educative and fun reading.
Works cited
Mauri, Aurelio G., Roberta Minazzi, and Simonetta Muccio. “A review of literature on the gaps model on service quality: A 3-decades period: 1985-2013.” International Business Research 6.12 (2013): 1-12
Frost, Frederick A., and Mukesh Kumar. “INTSERVQUAL–an internal adaptation of the GAP model in a large service organisation.” Journal of Services Marketing (2000). (1-37)