<![CDATA[Understanding the GAP Model of Quality]]>https://understanding-the-gap-mod-ua3kbc.jellypod.comPowered by Jellypod (https://www.jellypod.com)Sat, 29 Aug 2026 12:50:08 GMTThu, 27 Aug 2026 20:21:52 GMTyes37c890fc-9be1-45fb-9a68-deb6e04e6d99Linda NelmsWhat happens when what customers expect doesn’t match what they actually experience? The GAP Model of Quality helps organizations uncover the gaps that can lead to service quality problems. In this podcast, we’ll explore the key gaps between customer expeWhat happens when what customers expect doesn’t match what they actually experience? The GAP Model of Quality helps organizations uncover the gaps that can lead to service quality problems. In this podcast, we’ll explore the key gaps between customer expectations, organizational processes, and service delivery—and how understanding them can help organizations improve quality, strengthen customer satisfaction, and build lasting success. (Powered by Jellypod)episodicLinda Nelmsfeed+4d125193@podcasts.jellypod.comfalse<![CDATA[Why Service Fails: The 5 Gaps Behind Bad Customer Experience]]>https://understanding-the-gap-mod-ua3kbc.jellypod.com/episodes/2108e20f-df94-4530-90d8-f197d0e992652108e20f-df94-4530-90d8-f197d0e99265Thu, 27 Aug 2026 21:24:03 GMT11This episode breaks down the Gap Model of Service Quality, showing how hidden internal failures in management, policy, and delivery create poor customer experiences. It also explores how mismatched marketing promises and customer perception shape service satisfaction, with examples from hotels, coffee shops, and airlines.

Show Notes

]]>Linda NelmsThis episode breaks down the Gap Model of Service Quality, showing how hidden internal failures in management, policy, and delivery create poor customer experiences. It also explores how mismatched marketing promises and customer perception shape service This episode breaks down the Gap Model of Service Quality, showing how hidden internal failures in management, policy, and delivery create poor customer experiences. It also explores how mismatched marketing promises and customer perception shape service satisfaction, with examples from hotels, coffee shops, and airlines. Show Notes 11.3 The Gap Model of Service Quality - Principles of Marketing | OpenStax: https://openstax.org/books/principles-marketing/pages/11-3-the-gap-model-of-service-qualityfalse00:06:59full