The first "gap" that can cause unsuccessful service delivery is the "gap" between management's perceptions of consumer expectations and consumers' expected service.

Question

Quizplus · Accepted Answer

This statement is true. The first gap in service delivery is the difference between management's perception of customer expectations and the actual expectations of the customers themselves. This gap can cause misunderstandings and misaligned priorities, which can lead to unsuccessful service delivery.

The First "Gap" That Can Cause Unsuccessful Service Delivery Is