A Perception Gap Model Based on the Dual Perspectives of Customer Value: A Conceptual Framework

DOI

10.2991/emeeit-15.2015.67How to use a DOI?

Keywords

Dual perspectives of customer value; Perception gap; Gap model

Abstract

The purpose of the paper is to explore a perception gap model based on the dual perspectives of customer value. This is achieved through discussing on the five perception gaps of customer value between the company and its customers. Collectively, these gaps include: attribute gap, importance gap, performance gap, competitive gap and total gap. Then, we construct a priority matrix based on the degree of importance for customer value, as well as the size of the total gap from the customer’s perspective.

Copyright

© 2015, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Zhongqun Sun
PY  - 2015/11
DA  - 2015/11
TI  - A Perception Gap Model Based on the Dual Perspectives of Customer Value: A Conceptual Framework
BT  - Proceedings of the 2015 International conference on Engineering Management, Engineering Education and Information Technology
PB  - Atlantis Press
SP  - 341
EP  - 347
SN  - 2352-538X
UR  - https://doi.org/10.2991/emeeit-15.2015.67
DO  - 10.2991/emeeit-15.2015.67
ID  - Sun2015/11
ER  -