Which of the following factors is NOT a factor leading to provider gap 1?
A) Inadequate marketing research orientation
B) Over-promising
C) Lack of upward communication
D) Insufficient relationship focus
E) Inadequate service recovery

Question

Quizplus · Accepted Answer

Over-promising is related to provider gap 4, which deals with the communication gap between what is promised to customers and what is delivered, not provider gap 1. Provider gap 1 is about not understanding customer expectations.

Which of the Following Factors Is NOT a Factor Leading