TeamBuilds is a service organization that has corporate teams pay $7,500 for an all-day team-building session with a management consultant while they work together on renovating a Habitat for Humanity home. What could be used to identify the problem if there were significant differences between what TeamBuilds says it provides to customers and what it actually provides?

Question

Quizplus · Accepted Answer

The gap model of service quality is a useful tool for identifying differences between what a company promises to provide and what it actually delivers. It involves identifying potential gaps in five areas: customer expectations, management perceptions, service quality specifications, service delivery, and external communications. By using the gap model, TeamBuilds could pinpoint where the discrepancies are between what they promise to provide and what they actually deliver to their customers.

TeamBuilds Is a Service Organization That Has Corporate Teams Pay