At the dealer-owned Radio Shack,the store manager is frustrated at the level of service employees provide to customers even after he wrote a guide to customer service and instructed each employee to read the guide.This is an example of a gap between:

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The frustration of the store manager at the level of service employees provide to customers even after he provided them with a guide to customer service and instructed each employee to read the guide is an indication that there is a gap between the service quality specifications (as outlined in the guide) and the service that is actually provided.

At the Dealer-Owned Radio Shack,the Store Manager Is Frustrated at the Level