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The listening
Gap
1.
Market
Research
Orientation
1. Are the amount and type of market research adequate to understand
customer expectations of service? / 3
2.
Upward
Communicatio
n
Do managers and customers interact enough for management to
know what customers
expect? /3
3.
Relationship
Focus
To what extent does the company understand the expectations of
different customer
segments? / 2
4.
Service
Recovery
How effective are the service recovery efforts of the organization?