A state-of-the-art gym provides a separate recreation area where customers can play chess, scrabble, and table tennis.Not many customers use this facility.Which of the following reflects the lack of perception of customer expectation on the part of the gym?
A)Communication gap
B)Delivery gap
C)Standards gap
D)Knowledge gap
E)Zone of tolerance

Question

Quizplus · Accepted Answer

The gym's lack of understanding of customer expectations regarding the recreational area indicates a knowledge gap. They have failed to understand what their customers want and have not addressed it in their offerings.

A State-Of-The-Art Gym Provides a Separate Recreation Area Where Customers