Tyson orders pizzas at a take-out restaurant and is told that the order would be ready in twenty minutes. After waiting for almost half an hour, he is told that his order was taken up just five minutes ago and that the pizzas would be ready in 45 minutes. Which of the following service gaps is exemplified in this scenario?
A) Market gap
B) Communications gap
C) Knowledge gap
D) Delivery gap
E) Research gap

Question

Quizplus · Accepted Answer

The communications gap is the difference between the service promised and the service actually delivered. Overstating the service offered raises customer expectations.

Tyson Orders Pizzas at a Take-Out Restaurant and Is Told