A Perception Gap Model Based on the Dual Perspectives of Customer Value: A Conceptual Framework
Available Online November 2015.
- 10.2991/emeeit-15.2015.67How to use a DOI?
- Dual perspectives of customer value; Perception gap; Gap model
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.
- © 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/).
Cite this article
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 -