Final answer:
The gap in service quality where customer expectations do not align with management perceptions is Gap 1: Knowledge Gap.
Step-by-step explanation:
The gap in service quality that is illustrated by the scenario where customer expectations do not align with management perceptions is Gap 1: Knowledge Gap. This gap occurs when management lacks the knowledge and understanding of what customers expect from their services. It can result in a disconnect between the quality of service provided and the expectations of customers.
For example, if a restaurant manager believes that customers value quick service above all else, but customers actually prioritize quality and ambiance, there will be a misalignment between the management's perception and the customers' expectations.
To bridge this gap, management needs to gather knowledge about their customers' preferences through market research, customer feedback, and analyzing industry trends.