Our service is great, but why isn’t it working?
What are Service Gaps? In 1985, Parasuraman, Zeithaml and Berry presented the Service Gaps Model that explains the sources of customer dissatisfaction, negative word-of-mouth (WOM) and less willingness to re-purchase services by customers that use them. Our service is great, but why isn’t it working? Sentimantle – The Insights Company > Blog > Sentimantle > Our service […]
Hotel Hero
Become a (Happier) Hotel Hero #2: The Devil and the Success are in the Details As in many other service industries, excelling in hotel management is difficult. Very difficult. Hotel Hero Sentimantle – The Insights Company > Blog > Sentimantle > Hotel Hero Sentimantle Become a (Happier) Hotel Hero #2: The Devil and the Success are in the Details […]