According to the gap model of service quality, the gap between what management thinks customers want and the quality specifications that management develops to provide the service results from:

a. the inability of management and employees to do what should be done.

b. a lack of understanding or a misrepresentation of the customers' needs, wants, or desires.

c. the inability of management to translate customers' needs into delivery systems within the firm.

d. misleading or deceptive advertising campaigns that promise more than what the firm can deliver.

The Gap model is a type of development that helps to recognize customer satisfaction. the gap model is also called the customer service gap model.

In Gap model, customer satisfaction is based on perception of what customers want and the expectation of customer satisfaction.

The inabilty of the management to translate customers' needs into delivery system falls under the Policy gap.

This policy gap can occur as a result of customer service standards or unclearly deined service levels or failure to regularly update service standards.

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