What Is the Service Gap Model? Video


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question 1 of 3

What is the overall purpose of the Service Gap Model?

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1. One of the dimensions used to build the Service Gap Model includes an understanding of facilities, employees and equipment. Which dimension is it?

2. The delivery gap is concerned with what?

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About This Quiz & Worksheet

You'll be challenged to display your understanding of basic topics such as management perception, customer expectation, and another name for the Service Quality Model.

Quiz & Worksheet Goals

Our aim is to test you on:

  • Potential solutions for solving the gap between company perception and customer expectation
  • A common term for the Service Quality Model
  • What the Service Quality Model tells us
  • The order of the gaps

Skills Practiced

  • Knowledge application - use your knowledge to answer questions about the specific gaps in the Service Quality Model
  • Interpreting information - verify that you can read information regarding the bridges between each gap and interpret it correctly
  • Making connections - use understanding of the concept of the Service Quality Model to review what it compares

Additional Learning

You can access our corresponding lesson by the title of What Is the Service Gap Model? at any time. Doing so will expose you to more information about:

  • What each gap is
  • How the gaps work together
  • What, exactly, this model tells us