At the dealer-owned Home Hardware,the store manager is frustrated at the level of service employees provide to customers even after he wrote a guide to customer service and instructed each employee to read the guide.Which type of gap is this?

Question

Quizplus · Accepted Answer

The frustration of the store manager at the level of service employees provide to customers even after providing them with a guide indicates that there is a gap between the service quality specifications and the service that is actually provided. The guide provided by the store manager represents the service quality specifications that employees are expected to meet. However, the service provided by the employees falls short of these specifications, which creates a gap between the two.

At the Dealer-Owned Home Hardware,the Store Manager Is Frustrated at the Level