Identifying and Correcting Service Quality Problems by Applying the GAP-Model - Musterstädter Golfclub E.V.
GRIN Verlag, 2011 - 54 pages
Seminar paper from the year 2011 in the subject Business economics - Business Management, Corporate Governance, grade: 1,0, Business and Information Technology School - The Entrepreneurial University Iserlohn (Sport & Event Management), language: English, abstract: This essay relates to the gap model of service quality developed by Parasuraman, Zeithaml and Berry. Nowadays it has become an important pattern of the modern service management processes. The gap model will be applied to the "Musterstadter Golfclub e.V."
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adduced applying the GAP applying the GAP-Model becomes obvious Berücksichtigung von Einschätzungsverfahren Bruhn chance to close close the gap close the perception club clubhouse committee Musterstädter Golfclub Communication Gap According complaint management system Conceptual Background correcting service quality customer expectations customers or members delivered service delivery gap Dienstleistungsgesellschaft unter besonderer discrepancy Dustin Crefeld Identifying e.V. by applying e.V. promised executive committee Musterstädter fifth gap five dimensions fulfilled gap develops gap model Gap2 Gap3 Gap4 Gap5 Gap6 Georgy golf curt Golfclub e.V. GRIN Golfclub e.V. provides green areas green keepers group of senior Identifying and correcting Illustration Iserlohn knowledge gap Landgraf leaseholder marginal group meet the expectations mobile phone model Gap1 Musterstädter Golf Musterstädter Golfclub e.V. organization overpromise gap perception gap playground Policy Gap problems by applying product or service restaurant senior players service management service process service quality gap service quality problems sixth gap variance analysis waiting list Zeithaml