What does a knowledge gap refer to?

A knowledge gap specifically refers to the discrepancy between what customers expect from a service and what management believes those expectations are. This gap highlights a lack of understanding by management, which can result in misaligned services and offerings that do not meet customer needs effectively. When management is not aware of or fails to comprehend customer expectations accurately, it can lead to dissatisfaction and a poor customer experience.

Understanding this concept is crucial for businesses aiming to improve their service quality and overall customer satisfaction. By addressing the knowledge gap, organizations can align their understanding of customer needs with actual service delivery, leading to better performance metrics and enhanced customer loyalty.