In the gaps model of service quality, which of the following best describes GAP 3?
A)Not knowing what customers expect
B)Service performance that does not match specifications
C)Specifying service standards that do not accurately reflect what management believes to be customers' expectations
D)Discrepancies between expected service and actual service delivery
E)Service not living up to levels of performance that are promoted and promised by the advertising of the company

Question

Quizplus · Accepted Answer

GAP 3 in the gaps model of service quality refers to the difference between service performance as specified by the company's standards and the actual service performance delivered. This gap occurs when the service delivered does not match the company's specifications or standards for service quality.

In the Gaps Model of Service Quality, Which of the Following