The use of Apps in the delivery of services is a fast growing global trend. New
ID: 381933 • Letter: T
Question
The use of Apps in the delivery of services is a fast growing global trend. New Apps are being developed by service organizations at an alarming rate. Many of the Apps are being used to mitigate quality gaps or enhance quality. Using literature sources as well as the concepts discussed in class, answer the following questions:
a. Give three examples of Apps that are linked to service organizations.
b. Explain the impact of these Apps on Quality or the perception of Quality
c. What specific gaps are these Apps attempting to mitigate?
Explanation / Answer
a. Uber, AMazon, Eat24
b. The worls is becoming more and more connected by means of mobile network. Mobiles have become a source of information, entertainment and basically a necessity today.
Every service which a user takes, he/she expects it to be readily available, easy to access and should make the user's experience worthwhile. Mobile apps provide all of these to a user. It makes a business more accessible to the user at all times. It reduces effort and time required to make a purchase. It basically brings the store/service to the user and thus has a very positive impact on the user.
The user experience being provided by the organisation to the user while using the app, then decided the user's perception about the company. If the app is user friendly and entices the user, it is percieved that the service is good even before the actual service experience.
c. There are four types of gaps:
These Apps help in reducing the Listening gap by taking feedback directly to the company.
It helps in providing better service delivery hence decreasing Service delivery Gap.
It also communicates the company's perspective to the users on a more personal level in a better way thus mitigating the communication gap.
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