by setting appropriate service standards and measuring service performance, firms can attempt to close a blank gap.

By setting an appropriate service standards, training employees to meet and exceed those standards and measuring service performance, firms can attempt to close delivery gap.

What are delivery gap?

In an organization, a delivery gap refers to the difference between the service delivery policies and standards and the actual delivery of the service. This type of gap can occur for a number of reasons such as deficiencies in human resources policies, failure to match supply to demand, employee lack of knowledge of the product, lack of cohesive teamwork to deliver the product or service etc.

For instance, If Netflix movies were to suffer from this gap then, this could be because when the customer selects the show they want to watch it takes five minutes before it starts to play. In this case, the product is not performing as it should and also, If Pizzahut were to suffer from this gap then, it could be because when the customer orders the pecan pie they are informed that the kitchen has run out. In this case, the supply has not been adequately matched to demand.