Running Head: SERVICE PERFORMANCE GAP
Service Performance Gap
SERVICE PERFORMANCE GAP 2
The service performance gap is the discrepancy that occurs between the specified quality and the
actual and the quality of the service delivered. The service performance gap can be caused by the
actions or the attitude of the customers. It can arise due to the management misinterpreting the
actions of the customer and leading to the service providers not understanding the exact demands
of the customer.
The actions or attit...
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