The gap model (also known as the "5 gaps model") of service quality is an important customer-satisfaction framework.  In "A conceptual model of service quality and its implications...

Gap 1 is the distance between what customers expect and what managers think they expect - Clearly survey research is a key way to narrow this gap. Gap 2 is between management perc...

Gap 1 is the distance between what customers expect and what managers think they expect - Clearly survey research is a key way to narrow this gap. Gap 2 is between management perc...