Gap 2: when the company thinks that it is transmitting a quality service but in reality, it ends up disappointing customers.

Gap 3: When the objective and the action are poorly implemented and are not consolidated, it can generate dissatisfaction in the client. for the following reasons: Deficiencies in human resources policies. Not matching supply with demand. Lack of knowledge of the product by the employee. Lack of cohesive teamwork to deliver the product or service.

Gap 4: This occurs when the company in its advertising shows a good product but at the time of launch, customers realize that they did not offer what was promised. Causing customer dissatisfaction.

Gap 5: The expectation of the client is very high that when he receives the service he is disappointed.

It is when buyers save money by using a cheaper product of the same quality in the market

Basically this point of functional value tries to counteract the fact that consumers do not have so much economic value and focus more on the profits that can be given to the product

In this point of Experimental Value, the producers focuses on the experiences with the service mora than the product itself.

A good relationship between employees make a good value because not all the problem are economic, some are social so if employees are confortable and happy, their behaviour will improve and the effectiveness of the company will improve as well.

Companies rely on content created by customers; if customers do not create content these companies would not exist. Social capital can be highly lucrative.

Big difference between offering quality with a service than doing it with a product

Service quality is determined by front-line employees, which has a huge variability in customer experience

5 different gaps that could be raised in the service quality model that managers should successfully cover

Gap 1: occurs when management’s perceptions not align with customers expectations.

The social media becomes as part important ours life as if the social medias is part ours body, the need of the consume videos, post. More people use the news social medias has an effect for example YOUTUBE

he consumer preferences are constructed for influenced by their peers.The idea of the
in the case of applications that have a system of choice of taste for each user.

The main point of the social value is that the company creates its positioning in the market as a brand, transferring this recognition to its products