【正文】 ist the temptation to promise more than the anization can deliver169。 not to be reproduced or disseminated without the author’s permissionSUGGESTIONS FOR CLOSING INTERNAL SERVICE GAPS[GAPS 1 4]169。 not to be reproduced or disseminated without the author’s permissionGAP 1CustomerExpectationsKey Factors:? Insufficient marketing research? Inadequate use of marketing research? Lack of interaction between management and customers? Insufficient munication between contact employees and managersManagementPerceptions ofCustomer ExpectationsLack of “Upward Communication”169。 not to be reproduced or disseminated without the author’s permission 2MultiPhase, MultiSector, MultiYear Program of Research to Address the Following Issues ? How do customers perceive and evaluate service quality?? What are managers’ perceptions about service quality?? Do discrepancies exist between the perceptions of customers and those of managers?? Can customers’ and managers’ perceptions be bined into a general model of service quality?? How can service anizations improve customer service and achieve excellence?169。 A. Parasuraman, University of Miami。 A. Parasuraman, University of Miami。 A. Parasuraman, University of Miami。 A. Parasuraman, University of Miami。 A. Parasuraman, University of Miami。 A. Parasuraman, University of Miami。 A. Parasuraman, University of Miami。s best interest at heart who understand the needs of their customersTangibles17. Modern equipment18. Visually appealing facilities19. Employees who have a neat, professional appearance20. Visually appealing materials associated with the service21. Convenient business hours169。 not to be reproduced or disseminated without the author’s permissionService Quality Perceptions Relative to Zones of Tolerance by Dimension TechSupport Services0123456789Reliability Responsiveness Assurance EmpathyZone of Tolerance . Perception169。 A. Parasuraman, University of Miami。 A. Parasuraman, University of Miami。 A. Parasuraman, University of Miami。 A. Parasuraman, University of Miami。 A. Parasuraman, University of Miami。 not to be reproduced or disseminated without the author’s permissionLink between Technology Beliefs and Technology ReadinessHighReceptive toTechnologyNeutralResistant toTechnologyLowMediumTechnologyReadinessTechnologyBeliefs Continuum169。 not to be reproduced or disseminated without the author’s permission 61Definitions of the TR Drivers? Optimism: Positive view of technology。 A. Parasuraman, University of Miami。 A. Parasuraman, University of Miami。 A. Parasuraman, University of Miami。 not to be reproduced or disseminated without the author’s permission? 靜夜四無 鄰 ，荒居舊 業(yè)貧 。 一月 218:29 下午 一月 2120:29January 22, 2023? 1行 動(dòng) 出成果，工作出 財(cái) 富。 20:29:0120:29:0120:29Friday, January 22, 2023? 1乍 見 翻疑夢，相悲各 問 年。ade promises. ? Continuously monitor customers’ and employees’ reactions to and experiences with your electronic interfaces75169。 A. Parasuraman, University of Miami。 A. Parasuraman, University of Miami。 A. Parasuraman, University of Miami。 not to be reproduced or disseminated without the author’s permissionKey Insights from Quantitative Research Studies? TR consists of four facets or dimensions that are fairly independent of one another? People’s ratings on a set of belief statements about technology can be bined to create a reliable and valid measure of TR ., a “Technology Readiness Index” [TRI]? The TRI is a good predictor of people’s technologyrelated behaviors and preferences? A meaningful typology of customers can be created based on their TR scores on the four dimensions169。 TR is much more a function of people’s beliefs and feelings about technology? People’s beliefs can be positive about some aspects of technology but negative about other aspects? The relative strengths of the of positive and negative beliefs determine a person’s receptivity to technology 169。 A. Parasuraman, University of Miami。 A. Parasuraman, University of Miami。 A. Parasuraman, University of Miami。 A. Parasuraman, University of Miami。 not to be reproduced or disseminated without the author’s permission169。 not to be reproduced or disseminated without the author’s permissionService Quality Perceptions Relative to Zones of Tolerance by Dimension Computer Manufacturer0123456789Reliability Responsiveness Assurance Empathy TangiblesZone of Tolerance . Perception169。 A. Parasuraman, University of Miami。 A. Parasuraman, University of Miami。 A. Parasuraman, University of Miami。 A. Parasuraman, University of Miami。 A. Parasuraman, University of Miami。 A. Parasuraman, University of Miami。 A. Parasuraman, University of Miami。 A. Parasuraman, University of Miami。 not to be reproduced or disseminated without the author’s permission 4A “GAPS” MODEL OF SERVICE QUALITYCustomers’ Service ExpectationsCUSTOMER SERVICE ORGANIZATIONService Quality GapCustomers’ Service PerceptionsGAP 5Organization’s Understanding of ExpectationsOrganization’s Service StandardsOrganization’s Service PerformanceOrganization’s Communications to CustomersMarket Information GapService Performance GapInternal Communication GapService Standards GapGAP 1GAP 2GAP 3GAP 4169。 not to be reproduced or disseminated without the author’s permissionGAP 3Key Factors:? Lack of teamwork? Poor employee job fit? Poor technology job fit? Lack of perceived control (contact personnel)? Inappropriate evaluation/pensation system? Role conflict among contact employees? Role ambiguity among contact employeesServiceQualitySpecificationsServiceDelivery169。 not to be reproduced or disseminated without the author’s permission 12Suggestions for Closing the Service Standards Gap? Make a blueprint