Answer:
Delivery
Explanation:
Customer service gap is a framework which can help us to understand customer satisfaction. There are five customer service gaps, they are; Delivery gap, service gap, knowledge gap, communication gap and customer gap.
DELIVERY GAP is the difference between the firm's service standards and the actual service it provides to its customers.
DELIVERY GAP can be closed by getting employees to meet or exceed service standards when the service is being delivered by empowering service providers, providing support and incentives, and using technology where appropriate.
