Question

Explain in detail the various elements of gaps model. Discuss strategies to eliminate the gap

Answer 1

Explanation:

Gap 1: Knowledge Gap. » Lack of management and customer interaction. » Lack of communication between service employees and management. » Insufficient market research. » Insufficient relationship focus. » Failure to listen to customer complaints.

Answer 2

Answer:

Explanation:

Gap Model of Service Quality. The Gap Model of Service Quality (aka the Customer Service Gap Model or the 5 Gap Model) is a framework which can help us to understand customer satisfaction. The model shows the five major satisfaction gaps that organizations must address when seeking to meet customer expectations.