Table One is considered the best Italian restaurant in town. With its elegant dining area, extensive wine list, and gourmet chef, residents wait months to get into the restaurant. Last Friday, Roger took a large group to Table One and almost every diner sent their entrée back to the kitchen. Table One was experiencing a(n)________ gap in service quality.

Question

Quizplus · Accepted Answer

The fact that almost every diner sent their entrée back to the kitchen indicates that there was a gap in delivery of service quality. It suggests that the food did not meet the customers' expectations or standards. The other options - knowledge, communication, standards, and empowerment - may all play a role in service quality but they are not the primary reason for the customers' dissatisfaction in this scenario.

Table One Is Considered the Best Italian Restaurant in Town