The difference between a firm's service standards and the actual service it provides to customers is called the:
A)delivery gap.
B)communication gap.
C)knowledge gap.
D)zone of tolerance.
E)standards gap.

Question

Quizplus · Accepted Answer

The delivery gap refers to the gap between a firm's service standards (what it promises to provide) and the actual service it provides to customers. This gap can occur due to a variety of reasons, such as communication breakdowns, employee training issues, or technology problems. The other answer choices (communication gap, knowledge gap, zone of tolerance, standards gap) all refer to different gaps that can exist in a firm's service delivery, but they do not specifically relate to the difference between service standards and actual service delivery.

The Difference Between a Firm's Service Standards and the Actual