For years, the Mogul Sheraton, a four-star hotel overlooking the Taj Mahal in India, offered free elephant and camel rides to hotel visitors. Few customers took advantage of this service. This is an example of a ________ gap in services marketing.

Question

Quizplus · Accepted Answer

The scenario describes a knowledge gap, which occurs when there is a difference between customers' expectations and the management's perception of those expectations. In this case, the hotel management assumed that offering free elephant and camel rides would be a valued service, but the lack of interest from customers indicates a misunderstanding of their preferences or expectations.

For Years, the Mogul Sheraton, a Four-Star Hotel Overlooking the Taj