Texte d'origine - Anglais - There is great potential for reducing the size of...

There is great potential for reducing the size of five quality gaps through the use of both technology and the human touch to improve overall service quality. Gap1,the difference between customers’ expectations and management’s perceptions of customers’ expectations, could be greatly reduced by using technology to gather data on consumers both directly through online surveys and telephone interactions and more surreptitiously through transaction logs.