The managers at Blyrie Corp. think that their company's products are of higher quality than the products of other companies in the market. However, contrary to their perception, the customers rate the company's products as below average. This is due to the inferior process design specifications in the company. This is an example of _____ in the GAP model.

Question

Quizplus · Accepted Answer

Gap 2 in the GAP model refers to the difference between management's perception of customer expectations and the actual specifications of service quality. In this case, the managers' perception of product quality does not align with the actual process design specifications, leading to lower customer ratings.

The Managers at Blyrie Corp