Final answer:
The Gaps Model identifies four main service gaps: Knowledge, Standards, Delivery, and Communication Gaps. By addressing these gaps, businesses can improve service quality, as seen in the example where floor markings at a fast food restaurant reduced queue confusion and improved customer satisfaction.
Step-by-step explanation:
The Gaps Model is crucial in identifying and managing service quality issues. There are four primary gaps that can contribute to service gaps: Knowledge Gap, Standards Gap, Delivery Gap, and Communication Gap. The Knowledge Gap occurs when there is a difference between customer expectations and the company’s perception of those expectations. The Standards Gap arises when the company’s policies do not meet customer expectations. The Delivery Gap happens when there is a discrepancy between the company’s service standards and the actual service delivered. Lastly, the Communication Gap emerges when there is a difference between the service promised in marketing and the service provided to the customer.
In the provided scenario at Gavi's Fast Food Restaurant, the manager identified a Delivery Gap related to the confusion experienced by customers in the queue system during a busy lunch hour. To address this, the manager took swift action by implementing floor markings, which facilitated a clearer queuing system and reduced stress among the customer service clerks.