businesses aim

Can you explain the idea of the service gap and how businesses aim to bridge it in service delivery?

The customer service gap is the difference between what your customers expect from your product and the actual service they get. Customer expectations are beliefs and thoughts about a product or a service before accessing and testing it out

In the field of service management, the "service gap" refers to the difference between the actual level of service that a business provides and the ideal level of service that customers expect. Businesses aim to bridge this gap by improving their service delivery in a number of ways. One way is by increasing the efficiency of their service processes. Another way is by improving the skills and knowledge of their employees so that they can provide a higher level of service. In addition, businesses can bridge the service gap by using technology to improve the service experience for customers.

This gap examines the difference between management's perception of quality service and the steps it takes to provide that level of service. Managers may understand what their customers expect but haven't established the necessary training or standards to meet these expectations.