GAP Model: Services identifies the differences between an institution’s perception of its services and the guest’s perception of those services. GAP Model: Services helps institutions determine exactly where problems may exist in its service chain and then create solutions to resolve the problems by exposing five gap points where the institution’s perception and the guest’s perception of the service process may diverge.
The GAP Model: Services can be used to:
- Investigate increased complaints about ticket purchasing
- Improve museum store shipping procedures
- Evaluate visitor satisfaction with admission procedures