The document discusses the standard gap model of service quality. It describes the model as identifying four specific gaps that lead to an overall gap between customer expectations and perceived service. One of the gaps is the design gap, which measures how well a company's service design specifications match management's perceptions of customer expectations. Factors like goal setting, task standardization, and ensuring management understands customer expectations can increase or decrease this quality standard gap. The document provides an example of a restaurant that understands timely service expectations but may lack resources to meet them.