Learning portfolio taks4

Take a photo of a servicescape in your local areashopping centre etc. Apply the gaps model of service quality to explain what works well and not well in this Servicescape. Suggest a change to the servicescape that will improve the Customer experience.

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Crowne Plaza Hotel Vientiane

Servicescape is a concept that focuses on describing consumer and client behavior in the service environment (Hitesh, 2019) Gaps model of service quality is the framework that help us to understand customer satisfaction (Lee et al 2016)

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The knowledge gap represents a broad lack of compatibility between management and customers The primary cause of its existence is a failure to comprehend the true demands of real customers (Blesic et al 2010) It is difficult that a hotel’s manager will understand the

customers’ expectation However, based on customers’

review(

are satisfied with the hotel service

The policy gap is the gap between management's vision and the real customer experience specification (Blogger, 2013) However, this hotel is able to success in customer service standards, high quality of service levels The manager is able to understands customer needs and translation of that understanding into service delivery policies and standard

The delivery gap is the difference between service delivery policies and standards and the actual delivery of the service (Blesic et al 2010) Managers can develop service

requirements based on the requests of customers However, it is possible that the employees will be unable to provide acceptable service Sometimes this hotel is still lack with this gap Employees are unable to do their job successfully Thus, this problem can be solved by training

The communication gap, it is still lack of good communication within this hotel Since the hotel is big and there are many employees so it is difficult for a manager to communicate clearly with employees However, a manager for each department can create group chat which is the easiest for communication these days

Final gap or the customer gap, this hotel is able to succeed in this gap Due to many customers’ review, with highly qualified staffs resulting to succeed in service quality

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Reference list:

 Blesic, I, Ivkov-Dzigurski, A, Invanovic, L, Pantelic, M 2010, Application of gap model is the researches of hotel services quality, viewed 17 August 2021,

<http://scindeks-clanci.ceon.rs/data/pdf/1450-6661/2011/1450-66611101040B.pdf>

 Blogger, G 2013, Service quality gap model, viewed 17 August 2021,

<https://connect.verint.com/b/customer-engagement/posts/service-quality-gap-model>

 Hitesh, B 2019, Servicescape: meaning, examples, elements, approach, and roles, viewed 17 August 2021, <https://www.marketing91.com/servicescape/>

 Lee, YC, Wang, YC, Chien, Ch, Wu, Ch, Lu, SC, Tsai, SB, & Dong, W 2016, Applying revised gap analysis model in measuring hotel service quality, viewed

17 August 2021, doi: https://doi.org/10.1186/s40064-016-2823-z

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