The distance between a customer's expectations of a service and the perception of the service actually delivered is called the _____ gap.
A)service
B)knowledge
C)standards
D)delivery
E)communication

Question

Quizplus · Accepted Answer

The gap between customer expectations and perceived service delivery is called the service gap. This reflects a discrepancy between what the customer expects to receive and what the customer actually experiences. This gap can occur at any point in the service delivery process, from customer expectations being formed before the service is received, to the actual delivery of the service.

The Distance Between a Customer's Expectations of a Service and the Perception