Abstract

This paper throws light on the “People “P of service Mix. Employees are the watchword in Service Marketing. It is necessary that relevant skill sets should be imbibed in the employees so that they have the crystal clear understanding of the service operations that can lead to ultimate customer satisfaction. Various organizations are dedicating their efforts through internal training & orientation sessions for the development of their employees with respect to expertise relevant for the effective delivery of the services. The ultimate goal of any organization is to provide service offering that can lead to customer delight. This paper will focus on the various Gaps of Gap Model and will suggest the various strategies to eliminate the customer Gap. Apart from that there has been attempt to understand which employee quality attributes are desired by the customers mostly.

Keywords: Service Design, Service Quality, Customer Gap