Gap 1 shows that there can be a difference between actual customer expectations and management's idea or perception of customer expectations.

Name: Gap 1 shows that there can be a difference between actual customer expectations and management's idea or perception of customer expectations.
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Question

Quizplus · Accepted Answer

Gap 1 in the Service Quality Model (SERVQUAL) represents the difference between customer expectations and management's perceptions of those expectations.

Gap 1 Shows That There Can Be a Difference Between