Developing Sustainable Competitive Elements Through Quality Gap for Positive Word of Mouth

Abstract

Companies are constantly striving for superior customer service that meets consumers' expectations. Products that do not provide consumers with good service quality are unlikely to meet the expectations of consumers. The aim is to maximize customer satisfaction and achieve financial success by closing gaps to provide high-quality service to consumers. Customers use quality of service to choose a service provider. This does not only include the quality of products or service but also the quality of customer service. The five essential elements (5Es) – experience, emotions, exclusivity, execution and engagement – must be used by companies to ensure that their products and services meet defined standards or customer's expectations. The customer's opinion of a service is formed immediately, regardless of whether it is positive or negative. The result of a negative customer experience is negative word of mouth, which would cause loss in business from dissatisfied customers as well as from potential customers who will no longer use the services. Using the gap model for service quality, this study proposes the essential 5Es of service quality. As a result of the synthesis of this current research, the company's service delivery will be improved by identifying weaknesses. The use of these 5Es for the control of service quality and monitoring of quality defects leads to better understanding and reduction of cost.

Citation

Jasola, M. and Ghosh, O. (2023), "Developing Sustainable Competitive Elements Through Quality Gap for Positive Word of Mouth", Misra, R.K., Shrivastava, A. and Sijoria, C. (Ed.) Technology, Management and Business (Advanced Series in Management, Vol. 31), Emerald Publishing Limited, Leeds, pp. 61-70. https://doi.org/10.1108/S1877-636120230000031006