Provider Gap 2: the Service Design and Standards Gap by Valentin Kainz
Folie 2:
For delivering quality service, accurate perceptions of customers’ expectation are necessary, but not sufficient
Another pre-requisite is the presence of service designs and performance standards that reflect those accurate perceptions
Frequently the service firms experience difficulty in translating customer expectations into service quality specifications that employees can understand and execute
Folie 3:
The difference between company’s understanding of customers’ expectation and development of customer driven service designs and standards
-> The service specifications defined do not meet management’s perceptions of customer expectations

Folie 4:
Customer driven standards are different from the conventional performance standards that companies establish for service in that they are based on pivotal customer requirements that are visible to and measured by customers
These are operation standards set to correspond to customer expectation and priorities rather than to company’s concern such as productivity or efficiency

Folie 5: People responsible for setting standards (management) believe customer expectations are unreasonable or unrealistic.
Keyfactors leading to it:
-Not selecting the right service designs and standards
Translation of perceptions into service quality specifications:
-poor service design :
Unsystematic new service development process, vague, undefined service designs, failure to connect service design to service positioning. Design serices without oversimplification, incompleteness, subjectivity, or bias.
-absence of customer defined service standards:
Lack of customer-driven service standards, Absence of process management to focus on customer requirements, Absence of formal process for setting service quality goals.
- inappropriate