Part 2

Now consider the service problems you saw dramatized in the Introductory Video. In the following exercise, match the problem and accompanying description with the gap to which it corresponds.

1. A customer is unable to download a full music clip. CanGo's managerial strategy is that such downloads should be completed 100% of the time, but Operations currently aims for a 95% success rate. 2. A customer wants to purchase an out-of-stock item. She didn't get a chance to see the pop-up screen telling her that CanGo guarantees that all backordered items will be obtained and shipped within 5 business days. 3. A customer is unhappy with CanGo's product line. CanGo failed to accurately assess her taste in music. 4. A customer visits the CanGo site looking for a cellular phone. He anticipated finding something at the site that CanGo never claimed to sell. 5. A customer e-mails customer service with a question concerning the status of an order and receives no reply. CanGo policy is that all e-mails should be answered within 24 hours.

a. Gap 1: Management perceptions do not reflect customer expectations. b. Gap 2: Service specifications do not reflect management perceptions. c. Gap 3: Service specifications are not executed. d. Gap 4: Service provided is not communicated well. e. Gap 5: Services provided are not accurately perceived.

 
 
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