Train service operators may think that customers want places to store bags whereas they actually want a seat in a comfortable, safe environment. This is a good example of:
A) GAP 3: the gap between service-quality specifications and service delivery.
B) GAP 1: the gap between the customer's expectations and management perception.
C) GAP 4: the gap between service delivery and external communications.
D) GAP 2: the gap between management perception and service-quality specification.
Correct Answer:
Verified
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