Best Case/Worse Case Service Analysis
The U.S. economy is relying more and more on intangible or service products with 76% of the gross domestic product (GDP) relating to services. We can recognize good and bad service based on our experience. But it is an important business function to be able to analyze how and why services meet customer needs and how to address gaps if they do not.
This assignment has three parts:
1. Identify a company that you believe provides excellent services, or intangible products. Note that providing good services that meet customer needs is NOT the same as providing customer service.
2. Then identify a company that you feel does not offer good service(s).
3. Using the Gaps Model provided in the text, explain specifically how and why the company addresses each of the four service gaps.
Your analysis of each company should provide clear and logical assessment of the service offering in a three- to five-page paper. While selection of the companies may be based on personal experience, you should support your gap analysis with references to the text or other supporting documentation.