All of the following are gaps that can lead to service quality failures except:
A) Not understanding the needs of the customers
B) Being able to translate customer needs into a service design See Page 393 first paragraph
C) Being unable to translate the design into service expectations
D) None of the above
E) Being unable to deliver the services in line with specifications

Question

Quizplus · Accepted Answer

The options provided in the question are related to the gaps model of service quality, which identifies gaps between customer expectations and the actual service delivered. The four gaps identified in the model are: Gap 1- not understanding the customer's needs, Gap 2- not selecting the right service design and standards, Gap 3- not delivering to service standards, and Gap 4- not matching performance to promises.

Option B states that being able to translate customer needs into a service design can lead to service quality failures. However, this is not correct as it is a necessary step in ensuring that the service design meets the customer's needs and expectations. Therefore, option B is the best answer.

All of the Following Are Gaps That Can Lead to Service