In the Quality Gap model by Parasuraman et al. (1985) which gap is explained by a difference between the organization's view of the customer need and that of the customer themselves?

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The Quality Gap Model by Parasuraman et al. identifies several gaps related to service quality, and the gap between the organization's view of customer needs and the actual needs as perceived by customers themselves is referred to as the "Specification" gap. This gap highlights the difference between management's perception of customer expectations and the actual specifications of the service quality set by the organization.

In the Quality Gap Model by Parasuraman Et Al