How to deal with Change in Perceptions in SERVQUAL?

Change in perceptions
Melvin
It is absolutely true that perceptions and expectations may change over time - and they should for the better - however the opposite is often true - in dealing with the dynamics look at what the gap analysis is saying - where does the opportunity for improvements reside in a specific gap or gaps - apply the PARETO principle - identify what the 20% is and how it is create 80% of the gap(s) - i'm busy piloting and developing SERVQUAL modified

SERVQUAL
Vaughn Ashford, Member
You need to understand the root causes of the changes over time, to understand how to react/proact - critical to generate positive outcomes to the changes. SERVQUAL is part of the requirements for succesful service profit chain implementation.