When Marcia booked a room at the Pleasant Valley Hotel,she expected that her room would be ready when she got there,the swimming pool would be heated,the advertised singer would be able to sing,and the breakfast would be fresh.When she arrived,she had to wait for her room,found the swimming pool to be 50 degrees,realized the singer could not carry a tune,and the free continental breakfast was stale.The Pleasant Valley Hotel was experiencing a severe ___________ gap.
A) communications
B) knowledge
C) standards
D) delivery
E) expectations
Correct Answer:
Verified
Q24: When marketers state that services are _,
Q31: When marketers say that services are _,
Q41: The _ gap can be closed by
Q43: The customers at Marielle's coffee shop want
Q44: The Service Gaps Model is designed to
Q46: David's marketing research returned the finding that
Q49: Jackson manages an upscale French restaurant in
Q50: Because services like airline flights and hotel
Q53: If there is a difference between the
Q59: When the delivery of a service fails
Unlock this Answer For Free Now!
View this answer and more for free by performing one of the following actions
Scan the QR code to install the App and get 2 free unlocks
Unlock quizzes for free by uploading documents