The Gaps model is designed to highlight those areas where
A) service providers provide the best possible service.
B) manufacturers are cutting corners on product quality.
C) customers believe they are getting less or poorer service than they should.
D) service providers know more than their customers.
E) delivered service exceeds expected service.

Question

Quizplus · Accepted Answer

The Gaps model is designed to identify gaps or discrepancies between customers' expectations of service and their actual experience of service. Specifically, it highlights areas where customers perceive that they are getting less or poorer service than they should be receiving. This includes gaps in communication, understanding, delivery, and overall service quality.

The Gaps Model Is Designed to Highlight Those Areas Where