Jackson manages an upscale French restaurant in the Washington,DC,area.His restaurant offers a few specials each evening in addition to its regular menu.Jackson has trained his servers to report comments and requests for items that have previously been offered only as specials.Jackson uses this information to reduce the __________ gap in services marketing.

Question

Quizplus · Accepted Answer

The knowledge gap in services marketing refers to the difference between customers' expectations and the firm's perception of those expectations. By collecting feedback on specials, Jackson is better understanding customer preferences, thereby reducing the knowledge gap.

Jackson Manages an Upscale French Restaurant in the Washington,DC,area