Autumn calls the most reputable plumber in the community to repair the faucet in her kitchen. She pays the plumber for his work. However, the next day, Autumn sees the faucet leaking again and is stunned to see the repair was done with a strip of duct tape. This reaction from Autumn can be attributed to a(n)
A) faulty service agreement.
B) procedural fairness.
C) services cape.
D) service gap.
E) motivational guide.

Question

Quizplus · Accepted Answer

A service gap refers to the difference between the customer's expectations and the customer's perception of customer service.

Autumn Calls the Most Reputable Plumber in the Community to Repair