Jones Company promised a customer that the customer would receive at least 98% of all items ordered.In fact,the customer received 95% of the items.This is an example of which "gap" in the customer satisfaction model?
A)performance gap
B)knowledge gap
C)standards gap
D)communication gap

Question

Quizplus · Accepted Answer

The situation described is an example of a communication gap, which occurs when there is a difference between what is promised to the customer and what is actually delivered. In this case, the promise of at least 98% of items being received was not met, as the customer only received 95%.

Jones Company Promised a Customer That the Customer Would Receive