IDEAS home Printed from https://ideas.repec.org/a/taf/servic/v22y2002i2p109-128.html
   My bibliography  Save this article

Perception Gaps in Customer Expectations: Managers Versus Service Providers and Customers

Author

Listed:
  • S.T.K. Luk
  • R. Layton

Abstract

Two new gaps are added to the 5-gap model proposed by PZB. These new gaps reflect the differences in the understanding of customer expectations by manager and front-line service providers and in customer expectations and service providers' perception of such expectations. Using room service as the object for investigation, the present study provides empirical evidence indicating the existence of these gaps which have negative impact on overall service quality. The findings also disclose that the gap between customer expectations and managers' perception of such expectations is much larger than the gap between customer expectations and service providers' understanding of such expectations.

Suggested Citation

  • S.T.K. Luk & R. Layton, 2002. "Perception Gaps in Customer Expectations: Managers Versus Service Providers and Customers," The Service Industries Journal, Taylor & Francis Journals, vol. 22(2), pages 109-128.
    • Handle: RePEc:taf:servic:v:22:y:2002:i:2:p:109-128
    DOI: 10.1080/714005073
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/714005073
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/714005073?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. José M. Peiró & Vicente Martínez-Tur & José Ramos, 2005. "Employees' overestimation of functional and relational service quality: A gap analysis," The Service Industries Journal, Taylor & Francis Journals, vol. 25(6), pages 773-788, September.
    2. Anne Julien & Christina Tsoni, 2013. "Front-line Employee versus Customer Perceptions of Quality Attributes," Post-Print halshs-00850129, HAL.
    3. Wieslaw Urban, 2012. "How to translate a service system into customers' quality experience? (Jak przelozyc system uslugowy na doswiadczenia jakosci klientow?)," Problemy Zarzadzania, University of Warsaw, Faculty of Management, vol. 10(37), pages 160-179.
    4. Yen-Hao Hsieh & Soe-Tsyr Yuan, 2016. "Can Customer Expectations be Measured in Real Time?," International Journal of Information Technology & Decision Making (IJITDM), World Scientific Publishing Co. Pte. Ltd., vol. 15(01), pages 119-149, January.
    5. Lupo, Toni, 2013. "Handling stakeholder uncertain judgments in strategic transport service analyses," Transport Policy, Elsevier, vol. 29(C), pages 54-63.
    6. Philipp Wetzel & Erik Hofmann, 2020. "Toward a Multi-Sided Model of Service Quality for Logistics Service Providers," Administrative Sciences, MDPI, vol. 10(4), pages 1-24, October.
    7. Yu-Cheng Lee & Jih-Kuang Chen, 2009. "A new service development integrated model," The Service Industries Journal, Taylor & Francis Journals, vol. 29(12), pages 1669-1686, December.
    8. Nikhil Chandra Shil & Bhagaban Das, 2012. "Satisfaction management in retail financial services: an analysis of gap in perceived quality," International Journal of Financial Services Management, Inderscience Enterprises Ltd, vol. 5(3), pages 256-271.
    9. Narges Hossein Mirzai & Neda Aboutalebi, 2014. "Examining the Effects of Services Quality Gap Based on the Customer Loyalty and Satisfaction through SERVQUAL Method (Saadat Poya Teb Company as a Case Study)," International Journal of Academic Research in Accounting, Finance and Management Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Accounting, Finance and Management Sciences, vol. 4(1), pages 228-234, January.
    10. Huang, Show-Hui S. & Tseng, Wen-Jui & Hsu, Wen-Kai K., 2016. "An assessment of knowledge gap in service quality for air freight carriers," Transport Policy, Elsevier, vol. 50(C), pages 87-94.
    11. Mohamed, Ghada Abd-Alla, 2006. "Service Quality of Travel Agents: The Viewpoint of Tourists in Egypt," MPRA Paper 25388, University Library of Munich, Germany, revised 28 Jan 2007.
    12. Nicholas O Mantey & Vannie Naidoo, 2016. "Service Quality Failure and Recovery Imperatives: Implications for Airlines Owned by South Africa," Journal of Economics and Behavioral Studies, AMH International, vol. 8(4), pages 67-78.
    13. Ali Ramezani Ghotbabadi & Setareh Feiz & Rohaizat Baharun, 2015. "Service Quality Measurements: A Review," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 5(2), pages 267-286, February.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:servic:v:22:y:2002:i:2:p:109-128. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/FSIJ20 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.