According to the service-quality model,the third "gap" in their service-quality model is the gap between ________.

Question

Quizplus · Accepted Answer

The third gap in the service-quality model is the gap between service-quality specifications and service delivery. This refers to the difference between the service that management designs and specifies to be delivered and the actual service that is delivered to customers. This gap can occur due to factors such as inadequate training or resources, poor processes, or a lack of communication between different departments within the organization.

According to the Service-Quality Model,the Third "Gap" in Their Service-Quality