Provide a 3-5 minutes (maximum) PowerPoint Presentation about the topic Knowledge Gap, explain and give examples or your own experience.

Topic:

\fGap 1. Knowledge Gap the distance between what customers expect and what managers think they expect. Customers have expectations for service experiences, and they use them to measure against the perceived service performance in their judgment of service quality. It is essential, then, that managers determine what those expectations are when designing the service. The first gap in service quality occurs when management fails to accurately identify customer expectations. it is the difference in customer expectations and managements perception of customer expectations. Hotel managers, for instance, must know and understand what their guests expect from their stay, including all tangibles (the room, amenities, lobby features) and intangible components (availability of additional services, ease of check-in and check-out procedures). . The size of the gap is dependent on: the extent of upward communication (from customers to top management) the number of layers of management the size of the organization the extent of marketing research to identify customer expectations