Section 4
Service Quality
Book
Version 3
By Boundless
By Boundless
Boundless Marketing
Marketing
by Boundless
4 concepts
Customer Feedback
Successful businesses work proactively to obtain information from their customers to ensure they are meeting their needs.
![Thumbnail](../../../../../../figures.boundless-cdn.com/12715/square/rt-au-prince-hotel-olofson.jpeg)
The Gap Model
Customers compare the service they 'experience' with what they 'expect' and when it does not match the expectation, a gap arises.
![Thumbnail](../../../../../../figures.boundless-cdn.com/13842/square/attdevicesupportcenter.jpeg)
Resolving Problems Quickly
The best method of resolving problems - often before they arise - is through the delivery of excellent customer service.
![Thumbnail](../../../../../../figures.boundless-cdn.com/13836/square/-11-12-20at-209.27.14-20am.jpg)
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.