Provider gap 3 would be created when:
A) A fast-food restaurant uses a frequency marketing program
B) An advertisement promises a full-body massage for $5
C) Employees refund customer's money if they complain about the service they received
D) A CPA's tax client neglected to provide her with any receipts or information about deductible expenses
E) Any of the above occurred

Question

Quizplus · Accepted Answer

Provider gap 3 refers to the discrepancy between what the company intends to deliver and what it actually delivers. Option D describes a situation where a CPA's tax client neglected to provide her with necessary information, which is beyond the control of the CPA. Therefore, it creates a provider gap 3. The other options do not necessarily create this gap. Option A describes a frequency marketing program, which is a way to increase customer loyalty and does not necessarily create this gap. Option B promises something unrealistic, which creates a gap in customer expectations. Option C describes a customer service policy, which does not necessarily create this gap.

Provider Gap 3 Would Be Created When