2. Managing Customer Satisfaction and Queuing Customers may have expectations about particular quality factors and if not delivered to a certain level this can lead to customer dissatisfaction; a. Critically discuss the potential gaps that can prevent organisations from delivering 'customer satisfaction' making reference to Parasuraman et al. (1985) Gap model and give appropriate examples of what organisations can do to close these gaps. b. Managing queuing by customers in person or online can have a significant impact on their customer satisfaction if managed well. Critically discuss theories of queue management, providing examples in practice.