A gap in service quality is not the difference between ________.
A) customer expectations and management's perceptions of customer expectations
B) the service delivery and the results that are communicated externally to the customer
C) customer expectations and management's perception of the delivered service
D) the perceptions of the delivered service that are translated into service quality specifications and the actual service delivery

Question

Quizplus · Accepted Answer

The gap in service quality referred to in option C is actually a description of the discrepancy between what customers expect and how management perceives the service has been delivered, which is not considered a gap in the traditional model of service quality gaps. The traditional model identifies gaps between expectations and management perceptions, between service quality specifications and service delivery, and between service delivery and external communications, but not between customer expectations and management's perception of the delivered service in the way described.

A Gap in Service Quality Is Not the Difference Between