When Autumn called the plumber to repair a leak under her kitchen sink,she called the most reputable plumber in her community.After the plumber said he was finished,she paid the bill and went about her business.The next day,Autumn saw water coming from beneath the sink and was stunned to see the repair was done with a strip of duct tape.This is an example of a(n)______.

Question

Quizplus · Accepted Answer

A service gap refers to the difference between the customer's expectations and the customer's perception of customer service.

When Autumn Called the Plumber to Repair a Leak Under