'SERVQUAL' or GAP model explained 

This webinar explaines the broadly used SERVQUAL or GAP model. You can measure the different GAPS by a 22 item scale, but you can also just use common sense, intuition or you do specific research within the company to find the GAPS.
This video is a part of the series of marketing models which I explain. You can find a list of all the previous video's I've made underneath.
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