MGC Inc. organizes a company-wide picnic once a year. The organizers arranged for the best possible menu thinking that food would be a priority, but the staff were disappointed because the activities were very poorly planned. What kind of a gap is apparent here?
A) gap between perceived service and expected service
B) gap between service delivery and external communications
C) gap between service-quality specifications and service delivery
D) gap between management perception and service-quality specification
E) gap between consumer expectation and management perception

Question

Quizplus · Accepted Answer

The gap is between what management thought would be important to the staff (food) and what the staff actually expected (well-planned activities), indicating a disconnect between consumer expectation and management perception.

MGC Inc Organizes a Company-Wide Picnic Once a Year