Gaps Model Analysis and Application
The Gaps Model: The conceptual framework of the services marketing text you are using is based on the Gaps Model of Service Quality. In your own words describe the model and each potential customer gap that can occur (for details of the model please see Chapter 2). Select a service organization, with which you have experience, and describe which gaps in service quality you observed. What were the reasons for the gaps? The paper should be approximately 5 pages, double spaced.