Final answer:
The service/design standards gap refers to the difference between what a company believes its customers expect and the service designs and standards they actually implement. Addressing this gap requires a strategy with top management's commitment, service quality goals, and use of technology, along with a structured design process that includes defining criteria and constraints.
Step-by-step explanation:
When discussing the service/design standards gap, we are referring to the discrepancy between a company's perception of customer expectations and the actual development of service designs and standards that meet those expectations. This gap can be attributed to a variety of causes, including resource constraints, market conditions, management indifference, poor service design, an absence of customer-driven standards, and inappropriate physical evidence or servicescape.
To address these issues, it is essential to employ a strategic approach. The strategy for bridging the service/design standards gap should involve a clear commitment from top management, the establishment of explicit service quality goals, and the effective use of technology. Moreover, identifying criteria and constraints during the design process ensures that the developed designs adhere to the necessary conditions and can be evaluated against measurable values.
Poor design decisions early in the development process can create significant challenges in meeting customer needs. A structured approach to design, including the definition of the problem, understanding the scope of the project, and developing an understanding of the characteristics of a good solution is crucial. This helps to minimize the risk of overlooking important aspects and ensures that decisions are made with customer satisfaction in mind.