COMPUTER NETWORKING

Detailed explanation-1: -3.2 GAP 2: The service design and standards gap This can include poor service design, failure to maintain and continually update their provision of good customer service or simply a lack of standardization. This gap may see consumers seek a similar product with better service elsewhere.

Detailed explanation-2: -Gap 2-policy gap: the difference between management’s understanding of the customer’s needs and how they translate that understanding into service delivery policies and standards for employees. Gap 3-delivery gap: the difference between the experience specification and the actual results of the service.

Detailed explanation-3: -The Service Gap Model consists of five types of gaps, including the customer gap, knowledge gap, policy gap, delivery gap, and communication gap. The customer gap shows a discrepancy between customer expectations and their perception of the received service.