When a customer does not understand his or her role in the service delivery process,he or she is contributing to provider:
A) Gap 1
B) Gap 2
C) Gap 3
D) Gap 4

Question

Quizplus · Accepted Answer

Gap 3 refers to the gap between service delivery and customer expectations, which can occur when customers do not understand their role in the service process, leading to a mismatch in service delivery.

When a Customer Does Not Understand His or Her Role