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    Gap Model

    1. 2. 3. 4. 5. TOTAL The appearance of hotel object, equipment, staff and propaganda material Ability of a hotel to reliably and precisely offer the promised service Willingness of a hotel to help a guest and offer a prompt service Knowledge and politness of hotel staff and their ability to be show trust Individual attention that hotel has for its guests 100 Points Source: Zeithaml, V.A., Parasuraman, A., Berry, L.L. (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectations

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    POLITNESS In everyday conversation, there are ways to go about getting the things we want. When we are with a group of friends, we can say to them, "Go get me that plate!", or "Shut-up!" However, when we are surrounded by a group of adults at a formal function, in which our parents are attending, we must say, "Could you please pass me that plate, if you don't mind?" and "I'm sorry, I don't mean to interrupt, but I am not able to hear the speaker in the front of the room." I different social situations

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