Question: Explain the customer satisfaction gaps shown in Figure 4.1. Data from Figure 4.1. CUSTOMER SELLER Word of mouth communications GAP 1 GAP 6 GAP 5

Explain the customer satisfaction “gaps” shown in Figure 4.1.

Data from Figure 4.1.

CUSTOMER SELLER Word of mouth communications GAP 1 GAP 6 GAP 5

CUSTOMER SELLER Word of mouth communications GAP 1 GAP 6 GAP 5 GAP 3 GAP 2 FIGURE 4.1 Satisfaction and Quality Model Requirements Expectations Perceived performance Actual performance Performance standards Management perceptions of expectations Past experience GAP 4 External communications

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