Five Gap model:
Gap 1 : The gap between management perception and consumer expectation.
Gap 2 : Management perceptions and service specification gap.
Gap 3 : Service quality specifications and service delivery 'service-performance gap'.
Gap 4 : Service delivery and external communications gap.
Gap 5 : The gap between expected service and perceived service
Effective quality management in the RAPS Hospitality & Allied , in the global hospitality industry Quality is important to all organisations in any sector. Consumers are now more demanding than ever before; organisations must deliver or the savvy customer has plenty of choice to take that business elsewhere. If the consumer is not happy with a product or service they will choose a competing one. Quality gives an organisation a 'competitive advantage' and consequently greater revenue and profit. Bad quality or dangerous goods can lead to legal action, consumers 'suing' companies, which inevitably leads to a bad reputation and a loss of business resulting in the organisation's collapse.
'To consistently meet or exceed customer expectations by providing products and services at prices that creates value for customers and profits for the company'. 'The totality of features and characteristics of a product or service that bear on its ability to satisfy a stated or implied need'.
'Freedom from defects'.
* Characteristics of service products:
To be able to understand what quality means in the service sector, first of all we need to understand the characteristics of services. Evans et al. (2003) identify four characteristics of service products: Intangibility This characteristic refers to service products not being a physical product; you cannot touch these products, as you can a car or a can of soft drink. As you know, services , are an experience, and the nature of the experience depends on a number of factors.
Inseparability PRODUCTION + CONSUMPTION = INSEPARABILITY.
This means that 'production and consumption' occur at the same time, and cannot be separated. Therefore, the person who purchases the 'service product' has direct experience of the production of the service; the product is made at the same time it is being consumed. * Technical and functional quality Expected service Technical quality Technical solutions Know-how Machines Computerised systems Image Perceived service Functional quality Attitudes Internal relations Behaviour Service-mindedness Appearance Accessibility Customer contacts Perceived service quality.