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. |