Gaps Model of Service Quality
The Gaps Model of Service Quality, developed by Parasuraman, Zeithaml, and Berry, identifies key discrepancies that can affect the delivery of high-quality service. The model consists of five main gaps:
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Gap 1: Knowledge Gap - This gap occurs when there is a difference between customer expectations and management’s perceptions of those expectations. If businesses do not understand their customers' needs accurately, they may fail _______ ______ _______ _________ _____ ____ _______ _________ ______ _____ ____.
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