Service Quality: The Gap Between Expectations and Experience

Quality is measured by the gap between expectations and experience — what studies show, and what they do not.

The Research

Parasuraman, Zeithaml & Berry (1985, Journal of Marketing) model perceived quality as the gap between expectations and experience.

The Limitation

A conceptual model, a debated measure.

The Nuance

Promising little and delivering much beats promising much and delivering only approximately what was promised. (our executive and employee training programmes)

A Practical Implication, Testable in Zurich

Review the promises presented to customers and remove those that are not fulfilled one hundred per cent. To go further: explore the Client Reception training in Zurich in the canton of Zurich, or browse our executive and employee training programmes in Switzerland.

In pictures: Client Reception in Zurich

• client reception
• Zurich
• research
• training zurich