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Section 4

Service Quality

Book Version 3
By Boundless
Boundless Marketing
Marketing
by Boundless
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4 concepts
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Customer Feedback

Successful businesses work proactively to obtain information from their customers to ensure they are meeting their needs.

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The Gap Model

Customers compare the service they 'experience' with what they 'expect' and when it does not match the expectation, a gap arises.

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Resolving Problems Quickly

The best method of resolving problems - often before they arise - is through the delivery of excellent customer service.

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Delivering Excellent Service Quality

The core task of a business is to ensure that customers come back, which can be done by delivering excellent service quality.

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