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Perception Gaps in Customer Expectations: Managers Versus Service Providers and Customers

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  • S.T.K. Luk
  • R. Layton

Abstract

Two new gaps are added to the 5-gap model proposed by PZB. These new gaps reflect the differences in the understanding of customer expectations by manager and front-line service providers and in customer expectations and service providers' perception of such expectations. Using room service as the object for investigation, the present study provides empirical evidence indicating the existence of these gaps which have negative impact on overall service quality. The findings also disclose that the gap between customer expectations and managers' perception of such expectations is much larger than the gap between customer expectations and service providers' understanding of such expectations.

Suggested Citation

  • S.T.K. Luk & R. Layton, 2002. "Perception Gaps in Customer Expectations: Managers Versus Service Providers and Customers," The Service Industries Journal, Taylor & Francis Journals, vol. 22(2), pages 109-128.
    • Handle: RePEc:taf:servic:v:22:y:2002:i:2:p:109-128
    DOI: 10.1080/714005073
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    Cited by:

    1. José M. Peiró & Vicente Martínez-Tur & José Ramos, 2005. "Employees' overestimation of functional and relational service quality: A gap analysis," The Service Industries Journal, Taylor & Francis Journals, vol. 25(6), pages 773-788, September.
    2. Anne Julien & Christina Tsoni, 2013. "Front-line Employee versus Customer Perceptions of Quality Attributes," Post-Print halshs-00850129, HAL.
    3. Wieslaw Urban, 2012. "How to translate a service system into customers' quality experience? (Jak przelozyc system uslugowy na doswiadczenia jakosci klientow?)," Problemy Zarzadzania, University of Warsaw, Faculty of Management, vol. 10(37), pages 160-179.
    4. Lupo, Toni, 2013. "Handling stakeholder uncertain judgments in strategic transport service analyses," Transport Policy, Elsevier, vol. 29(C), pages 54-63.
    5. Philipp Wetzel & Erik Hofmann, 2020. "Toward a Multi-Sided Model of Service Quality for Logistics Service Providers," Administrative Sciences, MDPI, vol. 10(4), pages 1-24, October.
    6. Yu-Cheng Lee & Jih-Kuang Chen, 2009. "A new service development integrated model," The Service Industries Journal, Taylor & Francis Journals, vol. 29(12), pages 1669-1686, December.
    7. Mohamed, Ghada Abd-Alla, 2006. "Service Quality of Travel Agents: The Viewpoint of Tourists in Egypt," MPRA Paper 25388, University Library of Munich, Germany, revised 28 Jan 2007.
    8. Yen-Hao Hsieh & Soe-Tsyr Yuan, 2016. "Can Customer Expectations be Measured in Real Time?," International Journal of Information Technology & Decision Making (IJITDM), World Scientific Publishing Co. Pte. Ltd., vol. 15(01), pages 119-149, January.
    9. Nikhil Chandra Shil & Bhagaban Das, 2012. "Satisfaction management in retail financial services: an analysis of gap in perceived quality," International Journal of Financial Services Management, Inderscience Enterprises Ltd, vol. 5(3), pages 256-271.
    10. Narges Hossein Mirzai & Neda Aboutalebi, 2014. "Examining the Effects of Services Quality Gap Based on the Customer Loyalty and Satisfaction through SERVQUAL Method (Saadat Poya Teb Company as a Case Study)," International Journal of Academic Research in Accounting, Finance and Management Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Accounting, Finance and Management Sciences, vol. 4(1), pages 228-234, January.
    11. Huang, Show-Hui S. & Tseng, Wen-Jui & Hsu, Wen-Kai K., 2016. "An assessment of knowledge gap in service quality for air freight carriers," Transport Policy, Elsevier, vol. 50(C), pages 87-94.
    12. Nicholas O Mantey & Vannie Naidoo, 2016. "Service Quality Failure and Recovery Imperatives: Implications for Airlines Owned by South Africa," Journal of Economics and Behavioral Studies, AMH International, vol. 8(4), pages 67-78.
    13. Ali Ramezani Ghotbabadi & Setareh Feiz & Rohaizat Baharun, 2015. "Service Quality Measurements: A Review," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 5(2), pages 267-286, February.

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