THIS ASSIGNMENT HAS 3 SECTIONS, EACH SECTION MUST HAVE ITS OWN SEPARATE WORD DOCUMENT AND...

Question

THIS ASSIGNMENT HAS 3 SECTIONS, EACH SECTION MUST HAVE ITS OWN SEPARATE WORD DOCUMENT AND REFERENCES. ALL ASSIGNMENTS MUST INCLUDE IN-TEXT CITATIONS. Please make sure this is followed, I have had several assignments I have had to request be fixed because this direction wasnt followed.
SECTION ONE

Discuss the Failure Gaps in Service Quality.

The initial discussion post is to be no less than 500 words, must reference material from the textbook and the relevant case material

SECTION TWO

Customer Retention - The Chicago Cubs

The Chicago Cubs have not won a World Series since 1908 yet remain one of the most popular teams in Major League Baseball. When customers face a failure, it is not often that a response like “Wait till Next Year!” is a refrain and those same customers keep coming back. Answer the following question:.

In a 2-page (minimum) paper discuss what is different about the expectations of Chicago Cubs customers and other businesses?

Refer in your paper to specific concepts you have identified from your reading for this week. You should also include at least two APA style citations and referencesfrom different sources

SECTION THREE

Answer the following:

What are the major factors that influence customer expectations for adequate service?

What are the major factors that influence customer expectations for desired service?

Responses should be at least 150 words each and contain APA style citations and references.

Somudranil · Accepted Answer

2
Section One
In the consumer-centric retail environment that is prevailing in the world of business, there sometimes seems to be a gap between what a customer expects from the service, and what the customer actually perceives from the service. This works like the generation gap theory and the retail businesses need to be on the same page as the customers and need to bridge the gap, keeping it in central focus. If that does not happen effectively, customer experience management is at stake. The framework that is used for the identification and addressing the potential gaps in service is known as the Gap Model of Service Quality, which is called the Five Gap Model. (Singh, 2016)
	A journal on marketing known as ‘A Conceptual Model of Service Quality and Its Implications for Further Research’, proposed the Gap Model of Service Quality in 1985. It was described as a framework to facilitate the analysis of the common issues of customer satisfaction. In the following discussion, the venture will be to understand and address each gap in service quality respectively in a specified or generalized context individually. The grassroot level causes of the gaps will be identified and the specific action plan to satisfy the customer grievance issues will be laid down,

THIS ASSIGNMENT HAS 3 SECTIONS, EACH SECTION MUST HAVE ITS OWN SEPARATE WORD DOCUMENT AND REFERENCES. ALL ASSIGNMENTS MUST INCLUDE IN-TEXT CITATIONS. Please make sure this is followed, I have had...

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