The gap between management perceptions and service quality specifications occurs when:
A)A firm's policies concerning customer service are unclear or haphazardly enforced.
B)A firm does not have an accurate understanding of service evaluation by customers.
C)A firm's marketing communications causes unrealistically high expectations in customers.
D)A firm fails to give its employees adequate reward structures for good performance.

Question

Quizplus · Accepted Answer

This gap occurs when there is a discrepancy between management's understanding of what the customer service quality should be and the standards or specifications that are actually set for service delivery. Unclear or inconsistently enforced policies concerning customer service directly contribute to this gap by not clearly defining the service quality specifications that employees should follow.

The Gap Between Management Perceptions and Service Quality Specifications Occurs