Provider gap 2 is the discrepancy between development of customer-driven service standards and actual service performance by company employees.

Question

Quizplus · Accepted Answer

This statement accurately describes provider gap 2, which is one of the five gaps identified in the SERVQUAL model used to evaluate service quality. Gap 2 occurs when the company fails to deliver on the service standards that it has set.

Provider Gap 2 Is the Discrepancy Between Development of Customer-Driven