Discuss how each gap in the gaps model of service quality can be used a tool to diagnose specific service failures and recovery situations. This will involve you discussing each gap and giving an example as how it relates to a specific service failure and recovery situation from commercial and /or social business contexts.

Details of the task Address the following question:Critically evaluate how the gaps model of service quality can beused as a tool to diagnose and recover services failures experiencesthereby sustaining customer relationships. Illustrate your answerswith examples from commercial and/or social business contexts(100)As a guide you should: Discuss the academic literature on the gaps model of servicequality ( 40 marks) Discuss how each gap in the gaps model of service quality canbe used a tool to diagnose specific service failures and recoverysituations. This will involve you discussing each gap and givingan example as how it relates to a specific service failure andrecovery situation from commercial and /or social businesscontexts. (40 marks) Discuss how by deploying the gap model of service quality thismay help to sustain customer relationships (20 marks)Your work should be in a creative, critical and evaluative manner.Ensure that your arguments are clear and logical and whereappropriate include academic sources, i.e. academic journal papers,which add weight to your points raised. Please show in your list ofreferences an appropriate breadth and depth of references relevantto the topic.Your work must be correctly referenced throughout in theHarvard format.Your assignment should be word processed and produced in anappropriate academic style. The font should be 12, and be doublespaced.

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