The Service Gaps Model is designed to highlight those areas where
A) service providers provide the best possible service.
B) manufacturers are cutting corners on product quality.
C) customers believe they are getting less or poorer service than they should.
D) service providers know more than their customers.
E) delivered service exceeds expected service.

Question

Quizplus · Accepted Answer

The Service Gaps Model is intended to identify areas where there is a gap between the perceived service quality and the expected service quality by customers. Option A, E, and D are incorrect because they do not address this gap in service quality. Option B does not relate to the Service Gaps Model at all. Therefore, the best answer is C, which is the only option that pertains to the central theme of this model.

The Service Gaps Model Is Designed to Highlight Those Areas