Budget airlines are a new service in China. Neither their passengers nor the airlines know what to expect from each other. When there is a gap between what customers want and what management thinks customers want, as in this case it is referred to as which of the following?

Question

Quizplus · Accepted Answer

The situation described in the question fits the definition of a gap model of service quality, which is a framework that identifies gaps between customer expectations and management perceptions of those expectations. This is a common challenge in new and evolving service industries such as budget airlines in China. The other answer choices are not applicable to this scenario.

Budget Airlines Are a New Service in China