An Assessment on Perception Gaps between Front Office and Back Office : Evidence from a Taxi Company Survey

This paper focuses on the perception gaps between front office and back office, which are tightly connected according to theoretically constructed service pyramid model. It is believed the connection between front and back office has domino effect on the way front office treats customers. In light of that consideration, the aim of this paper is to provide empirical evidence from a taxi company for the perception gaps between front and back office. Statistical tests are performed to assess gaps between front and back office staff perceptions. Significant difference between two groups' perceptions is established in 41% of the cases, which is considered as a high percentage. Proposals for closing the gaps between front office and back office are submitted to the taxi company