The ____________ is the difference between what service providers believe customers expect and customers' actual needs and expectations
A)interpretation gap
B)standard gap
C)knowledge gap
D)service quality gap
E)internal communications gap

Question

Quizplus · Accepted Answer

The knowledge gap is the difference between what service providers believe customers expect and customers' actual needs and expectations. This gap can occur when service providers lack information about customers' needs or when they misunderstand customer needs. Failure to bridge this gap can result in poor service quality and customer dissatisfaction.

The ____________ Is the Difference Between What Service Providers Believe