When employees are not delivering customer service at the level specified by their employer,there is a gap between ________

Question

Quizplus · Accepted Answer

The gap between established quality standards and service delivery is a result of employees not delivering customer service at the level required by their employer. Consumer expectations and management perceptions may also be factors that contribute to this gap, but the primary issue lies in the lack of adherence to quality standards by employees. Expected services and needed services may not be relevant to this particular situation. Service quality standards and consumer expectations are related, but again, not the primary issue in this scenario.

When Employees Are Not Delivering Customer Service at the Level