Jiffy Lube,a franchiser of 10-minute oil 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 difference between service quality specifications and the service actually delivered. Jiffy Lube's failure to enforce common service standards across its franchises likely resulted in inconsistencies in the service delivered, aligning with Gap 3.

Jiffy Lube,a Franchiser of 10-Minute Oil and Lubrication Services,has Been