1、2000 Prentice Hall2000 Prentice Hall2000 Prentice HallServicesInseparabilityServices cannotbe separatedfrom theirprovidersPerishabilityServices cannotbe stored forlater sale or useIntangibilityServices cannotbe seen,tasted,felt,heard,orsmelled beforepurchaseVariabilityQuality ofservices dependson wh
2、o providesthem and when,where,and how2000 Prentice HallServicesInseparabilityIncreaseproductivity ofprovidersPerishabilityMatch supplyand demandIntangibilityUse cues tomake it tangibleVariabilityStandardizeserviceproduction&delivery2000 Prentice HallInternalmarketingExternalmarketingInteractivemarke
3、tingCleaning/maintenanceservicesFinancial/bankingservicesRestaurantindustry2000 Prentice HallOfferDeliveryImage2000 Prentice HallExpected serviceManagement perceptionsof consumer expectationsGap 1Service delivery(includingpre-and post-contacts)Gap 3Translation of perceptionsto service-quality specif
4、icationsGap 2Gap 5Perceived serviceExternalcommuni-cations toconsumersGap 4Personal needsPast experienceWord-of-mouthcommunications2000 Prentice Hall2000 Prentice Hall2000 Prentice HallA.Concentrate hereB.Keep up the good workD.Possible overkillC.Low priorityExtremely importantSlightly importantExcellent performanceFair performance1291113121434567810#=#=AttributesAttributes2000 Prentice Hall
