THE EXTENSION OF THE GAP-MODEL FOR SERVICES

The customer oriented marketing has significant correlation with logistical concept, only its tools and methods are different; therefore, the logistical services should be implemented in to the gap-model. The goal of the model is to identify the gaps between the customer's expectation and the services provided at different stages of services and to disappear the gap and improve the customer services. In my work, the original model [5] has been completed with additional elements including buyer's and worker's aspects and the analysis of “service bridges” which are developed connections between the sellers and the customers determined by unexpected additional value for the customers.