Management of a corporation lacks knowledge of or comprehension of customers. There is a discrepancy between what management believe customers should expect and what customers actually do anticipate. It is known as a knowledge gap.
The knowledge gap is the discrepancy between what the client expects from the service and what the business actually offers. Managers in this situation are either unaware of or have incorrectly misunderstood the customer's expectations in regard to the services or goods offered by the company. A knowledge gap may indicate that businesses are attempting to satisfy false or fictitious consumer wants. Understanding the customer's desire for service is crucial in a business that values its customers. It will take extensive market research to close the gap between what customers anticipate from services and how management views service delivery.
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