The model of gaps in service quality shows the processes of service quality's formation.
服务质量差距模型表明了服务质量的形成过程。
In the gap model of service quality, there are gaps among the service quality that companies provide, the quality that consumers perceive and the quality that consumers expect.
服务质量差异模型认为现实的服务、感受到的服务和期望的服务之间存在差异。
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