Gaps Model of Service Quality

The Gaps Model of Service Quality, developed by Parasuraman, Zeithaml, and Berry, identifies five key gaps that can affect service quality. These gaps highlight the discrepancies between customer expectations and perceptions, aiming to provide a framework for improving service delivery.

1. Gap 1 – Knowledge Gap: This gap _________ __________ ______ ______ __________ _____ _______ ____ ______ _____ _________ __________.
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