Jiffy Lube, a franchiser of 10-minute oft and lubrication services, has been plagued by a lack of consistency across franchise outlets. The lack of consistency has resulted from Jiffy Lube's failure to require franchisees to adhere to common service standards as it rapidly expanded its franchise business across the U.S. Jiffy Lube's failure to require franchisees to adhere to common service standards has led to provider _____ of the gaps model of service quality.
A) Gap 1
B) Gap 2
C) Gap 3
D) Gap 4

Question

Quizplus · Accepted Answer

Gap 3 in the gaps model of service quality refers to the discrepancy between service delivery and service standards. Jiffy Lube's issue is that franchisees are not adhering to common service standards, which directly relates to Gap 3.

Jiffy Lube, a Franchiser of 10-Minute Oft and Lubrication Services