Closing the GAPS in Service. THE Key for a Customer-Centric Organisation. Customer Expectations. Service Delivery. Satisfaction.

This episode explains the Service Quality Gap Model, a framework developed to help organizations identify and close the differences between customer expectations and the service they receive. It details five specific gaps, including the ultimate Customer Gap between expected and perceived service, and four Provider Gaps highlighting organizational failures in understanding expectations, designing services, delivering standards, and matching promises. The author emphasizes the model's practical value for building a customer-centric organization and offers concrete recommendations and real-world company examples for addressing each provider gap to improve customer satisfaction and loyalty.