GAP NO

DESCRIPTION

1

Defines a difference in management perceptions of consumer or customer expectations and those of the customer expected service

2

Examines the translation of management perceptions into specifications

3

Concerned with the delivery of that specification.

4

Communication problems

5

Difference between expected and perceived service

6

Recognizes that employees of the organisation do not have the same perception of the service compared to that of the consumer of the service

7

Models a difference in perception by management and employees regarding customer expected service.