Customers' expectations are based on their experiences. if a customer expects his hotel room to be ready when he arrives, but encounters a wait because it is not prepared, this reflects a knowledge gap on the part of the hotel because it did not understand the customer's expectations.
The knowledge gap explains that there are discrepancies that can be made when someone is unsure of another persons expectations. This is common and normal, human error exists. The best thing someone can do moving forward is ask more question to be better prepared but often times, it was not communicated to the appropriate person correctly.
