By setting appropriate service standards and measuring service performance, firms can attempt to close a ________ gap.
A)seniority
B)knowledge
C)standards
D)delivery
E)communication

Question

Quizplus · Accepted Answer

The correct answer is C) standards. This is because the gap model of service quality identifies a standards gap as the difference between the company's perceptions of customers' expectations and the actual service standards it sets. By setting appropriate service standards and measuring service performance, firms can attempt to close this gap, ensuring that the service delivered matches or exceeds customer expectations.

By Setting Appropriate Service Standards and Measuring Service Performance, Firms