The challenge for airlines is to close the gap between passenger expectations and service delivery without compromising the low ticket prices that are synonymous with budget airlines.

航空公司面临的挑战在于，让服务交付尽量符合乘客的期望，而无需牺牲廉价航空的制胜法宝——低票价。

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There are many ways to control the service of chain stores. The Mystery Survey which is broadly used is an effective way to reduce the "Delivery Gap" in the total service gap.

在众多控制连锁零售店服务质量的方法中，神秘人的方法可以缩小服务质量差距中的“传递差距”，现已被越来越多的连锁品牌所使用。

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Let's say, for example, that a customer's connection is fine for browsing the web, but it doesn't pass muster for streaming content -- a service dedicated to video delivery could be added to close the gap.

ENGADGET: Researchers propose �� la carte internet services, overhaul for web infrastructure