Provider ______ is the difference between company understanding of customer expectations and the development of customer-driven service designs and standards.
A) Gap 1
B) Gap 2
C) Gap 3
D) Gap 4

Question

Quizplus · Accepted Answer

Gap 2 is the provider gap between a company's understanding of customer expectations and the development of customer-driven service designs and standards. This gap occurs when management does not accurately translate customer expectations into service quality specifications or when the company is unable to consistently deliver the appropriate service.

Provider ______ Is the Difference Between Company Understanding of Customer