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The board of directors at Blaine Glassworks want their company's products to be of higher quality than the products of other companies in the market, and think that they are hitting this target. However, a recent survey found that customers rate the company's products as below average due to the inferior process design specifications in the company. This is an example of _____ in the GAP model.

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When the survey found that customers rate the company's products as below average, this is an example of Gap 2 in the GAP model.

The Gaps model are used in the Service Delivery Process.

  • The Gaps model helps to understand customer satisfaction.

  • The Gap model are divided in GAP 1, GAP 2, GAP 3, GAP 4 and GAP 5.

  • The Gap 2 is one that deal with difference between the actual specification and management perception.

Hence, when the survey found that customers rate the company's products as below average, this is an example of Gap 2 in the GAP model.

Read more about GAP model:

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