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. Conversely, patients judge the quality of care according to their individual perception. This creates a gap between the patient's perception of the quality of care and the way in which healthcare providers perceive the quality of care. The purpose of this article is to discuss the Gaps Model of Service Quality while comparing the results of the work done by Fred Lee in the book If Disney Ran Your Hospital: 91/2 Things You Should Do Differently. Gaps Model of Service Quality Gaps The service quality model was initially developed for application in the financial services sector. The model was designed to measure the components of customer satisfaction using five dimensions of actual or potential gaps in a hotel's service quality (Saleh and Ryan, 1991). The model has been applied to hotels, as well as a number of service agencies including banks, hotels, restaurants and healthcare. Although services differ greatly, the model easily adapts to any service industry (Parasuraman, Zeithaml, & Berry, 1985). Gap One: Customer Expected Services Berkowitz (2010) states that Gap One is created when the patient's expectations of service quality and management's perception of the quality of service needed do not match. Zeithaml, Parasuraman, and Berry (1990) note that to meet customer expectations, the company must first understand what exactly the customer perceives as a need or want. An example of Gap One is where patients expect not only specialized medical care, but also a hotel-like environment. Albert Einstein Medical Center Administrators co...... middle of document ......ment, 26(4), 15-25. Retrieved April 5, 2011 from ABI/INFORM Global. (Document ID: 2064960731). Urban, Wieslaw (2009). Service quality gaps 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 big is the gap in defining quality care? : Comparison of patients' and nurses' perceptions of important aspects of patient care. The Journal of Nursing Administration, 26(5), 15-20. Zeithaml, V., Parasuraman, A. and Berry, L. (1990). Providing quality service: balancing customer perceptions and expectations. New York, New York: Simon and Schuster. Zeithaml, Valarie A, Berry, Leonard L and 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).