When consumers make unrealistic expectations due to a firm's marketing techniques,a gap between service quality specifications and service delivery occurs.

Question

Quizplus · Accepted Answer

The gap described occurs due to a mismatch between customer expectations and the actual service delivered, but it is not specifically due to unrealistic expectations caused by marketing. It can be caused by various factors including mismanagement, inadequate resources, or miscommunication within the service delivery process.

When Consumers Make Unrealistic Expectations Due to a Firm's Marketing