What is the problem associated with service quality standards such as "be nice" or "do what the customers want"?
A)They create low expectations.
B)They are not specific.
C)They do not allow for the voice-of-customer process.
D)Most employees are unwilling to do what customers want.
E)They create a delivery gap.

Question

Quizplus · Accepted Answer

Service quality standards such as "be nice" or "do what the customers want" are not specific, which makes it difficult for employees to understand and consistently deliver high-quality service. This can create a delivery gap and result in lower customer satisfaction. Specific standards, such as responding to customer inquiries within 24 hours or greeting customers with a smile and a warm greeting, are more effective in improving service quality.

What Is the Problem Associated with Service Quality Standards Such