Paraphrase In simpler terms, the gap model identifies discrepancies between what customers expect and what businesses perceive those expectations to be. The restaurant's management believes that customers don't mind the temperature of their food and drinks, but as we know, they do, management should actively seek to understand customer expectations, perhaps through surveys or feedback. Now that management understands customer expectations but fails to implement policies to meet them. It needs to be addressed by establishing clear service standards and procedures. Yet, the restaurant has a policy to serve food and drinks at a certain temperature, but the staff doesn't adhere to it. This can be resolved through staff training and performance monitoring. Lastly, if customers are informed their food and drinks will be at a certain temperature, but they aren't. This can be resolved by ensuring accurate and realistic communication about the service