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| Front-side | Reverse-side |
|---|---|
| Gap 2 | GAP 2 is between what management believes customers expect and the company’s defined service standards. |
| Gap 3 | GAP 3 is the difference between the company’s defined service standards and how service is actually delivered on the front-line. |
| Gap 4 | Gap 4 is the difference between how service is actually delivered on the front-line and what was promised by company communications to customers. |
| Gap1 | GAP 1 is between what customers expect and what management believes customers expect |