The board of directors at Blaine Glassworks want their company's products to be of higher quality than the products of other companies in the market,and think that they are hitting this target.However,a recent survey found that customers rate the company's products as below average due to the inferior process design specifications in the company.This is an example of _____ in the GAP model.
A) Gap 2
B) Gap 3
C) Gap 4
D) Gap 5

Question

Quizplus · Accepted Answer

Gap 2 in the GAP model refers to the discrepancy between management's perception of customer expectations and the actual specifications of service quality. In this case, the board believes they are producing high-quality products, but the process design specifications are not meeting customer expectations, leading to a gap.

The Board of Directors at Blaine Glassworks Want Their Company's