In the Gap Model, what does Gap 3 represent?

Gap 3 in the Gap Model pertains to the difference between service specifications and the actual service provided. This gap highlights the crucial disconnect that can occur when the service delivered does not meet the standards or specifications set by the organization. It emphasizes the importance of effective training, proper staff performance, and ensuring that operational processes are in place to fulfill the quality desired by the company.

By focusing on this gap, organizations can identify weaknesses in their service delivery processes and take steps to enhance their service quality, thus ensuring that what customers experience aligns closely with what was promised or expected. Addressing this gap can lead to improved customer satisfaction, loyalty, and overall performance of the organization.