'SERVQUAL' or GAP model explained
This webinar explaines the broadly used SERVQUAL or GAP model. You can measure the different GAPS by a 22 item scale, but you can also just use common sense, intuition or you do specific research within the company to find the GAPS.
This video is a part of the series of marketing models which I explain. You can find a list of all the previous video's I've made underneath.
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The Value Chain of Porter explained: • Value Chain of Porter explained
Michael Porter's 5 Forces model explained: • Michael Porter's 5 Forces model explained
The BCG Model explained: • The BCG model explained
7S model of McKinsey: • 7S Model of McKinsey explained
SWOT Analysis explained: • SWOT analysis explained
Abell's Business Definition explained: • Abell's business definition explained
MABA Portfolio analysis explained: • The MABA Analysis/GE Matrix explained
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