The four highest gap scores included: -1.84 for item A1 (i.e. fair treatment and care) in the assurance dimension, followed by -1.83 for E1 in the empathy dimension concerning employees as a valued resource, followed by -1.82 for item RS1 concerning the empowerment of employees to respond to customers without consulting managers and -1.70 for item RL4 in the reliability dimension concerning employees being trained and inducted for efficiency and effectiveness.