Answer:
standard set by the company and those delivered by the employees.
Step-by-step explanation:
Gap model of service quality deals with providing the best of the services to the customers or improved services to the customers. It deals with bridging the gap between the customers expectations and employees services.
Gap model of service quality comprises of finding out the gaps and then working over it.
In this case where Ambient Management, Inc. was experiencing a gap in the services it was providing. It closed the gap by ensuring that its customer-facing staff had the skills, training, and proper tools to perform their job. For this purpose it dealt with the delivery gap which shows the difference between the services provided and expected by the customers.
This gap was filled by the company by providing proper training ,skills and resources to the customers.