IntroductionAccording to Fred Lee (2004) hospitals use clinical outcomes and process improvement as an indicator of quality because this data can be easily measured and objective. Instead, patients judge the quality of care based on individual perception. This creates a gap between the patient's perception of the quality of care and how healthcare providers perceive the quality of care. The purpose of this article is to discuss the Gaps model of service quality by comparing the results of the work done by Fred Lee in the book If Disney Ran Your Hospital: 91/2 Things You Will Do Differently. Gaps Model of Service Quality The Gaps The service quality model was originally developed for application in the financial services industry. The model was designed to measure components of customer satisfaction using five dimensions of actual or potential gaps in a hotel's service quality (Saleh & Ryan, 1991). The model has been applied to hotels, as well as a variety of service agencies, including banks, hotels, restaurants and healthcare. Although services differ greatly, the model is easily adaptable to any service industry (Parasuraman, Zeithaml, & Berry, 1985). Gap One: services expected by the customer Berkowitz (2010) states that Gap One is created when the patient's expectations of service quality and management's perception of the necessary service quality do not match. Zeithaml, Parasuraman, and Berry (1990) note that to meet or satisfy customer expectations the company must first understand what exactly the customer perceives as a need or desire. An example of Gap One is when patients expect not only specialized medical care, but also a hotel-like environment. The administrators of the Albert Einstein Medical Center co...... half of the document ......ment, 26(4), 15-25. Retrieved April 5, 2011 from ABI/INFORM Global. (Document ID: 2064960731).Urban, Wieslaw (2009). Gaps in service quality and their role in the development of service businesses. Baltic Journal of Sustainability, 15(4), 163-45. Young, W. B., Minnick, A. F., & Marcantonio, R. (1996). How wide is the gap in defining quality care?: Comparison of patient and nurse perceptions of important aspects of patient care. The Journal of Nursing Administration, 26(5), 15-20. Zeithaml, V., Parasuraman, A., & Berry, L. (1990). Provide quality service: Balancing customer perceptions and expectations. New York, New York: Simon and Schuster. Zeithaml, Valarie A, Berry, Leonard L, & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31. Retrieved April 1, 2011, from ABI/INFORM Global. (Document ID: 9401886).