{
  "title": "Service Quality: The Gap Between Expectations and Experience",
  "url": "https://www.shr.swiss/blog/qualite-de-service-et-attentes-du-client-en",
  "language": "en",
  "datePublished": "2026-02-13",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "A conceptual model, a debated measure.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Zurich",
    "region": "Zurich",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "The Research",
      "point": "Parasuraman, Zeithaml & Berry (1985, Journal of Marketing) model perceived quality as the gap between expectations and experience.."
    },
    {
      "heading": "The Limitation",
      "point": "A conceptual model, a debated measure.."
    },
    {
      "heading": "The Nuance",
      "point": "Promising little and delivering much beats promising much and delivering only approximately what was promised."
    },
    {
      "heading": "A Practical Implication, Testable in Zurich",
      "point": "Review the promises presented to customers and remove those that are not fulfilled one hundred per cent."
    }
  ],
  "sources": [
    {
      "authors": "Berry",
      "year": "1985",
      "source": "Journal of Marketing"
    }
  ],
  "wordCount": 106,
  "image": "https://www.shr.swiss/img/blog-Training-Client-Reception-Zurich-qualite-de-service-et-attentes-du-client-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/qualite-de-service-et-attentes-du-client",
    "en": "https://www.shr.swiss/blog/qualite-de-service-et-attentes-du-client-en",
    "de": "https://www.shr.swiss/blog/qualite-de-service-et-attentes-du-client-de",
    "it": "https://www.shr.swiss/blog/qualite-de-service-et-attentes-du-client-it"
  },
  "relatedPages": {
    "programme": "https://www.shr.swiss/formation/accueil-client/zurich",
    "city": "https://www.shr.swiss/formations-ville/zurich",
    "blog": "https://www.shr.swiss/blog"
  },
  "citationPolicy": "Citation autorisée avec mention « SHR — Swiss Human Resources » et lien vers l'article."
}