Proceedings of the 2015 International conference on Engineering Management, Engineering Education and Information Technology

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

Authors
Zhongqun Sun
Corresponding Author
Zhongqun Sun
Available Online November 2015.
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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Volume Title
Proceedings of the 2015 International conference on Engineering Management, Engineering Education and Information Technology
Series
Advances in Computer Science Research
Publication Date
November 2015
ISBN
978-94-6252-121-6
ISSN
2352-538X
DOI
10.2991/emeeit-15.2015.67How to use a DOI?
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/).

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  -