When the delivery of a service fails to meet customers' expectations, a __________ gap exists.
A) service
B) knowledge
C) standards
D) production
E) communication

Question

Quizplus · Accepted Answer

A service gap exists when there is a difference between the customer's expectations and the actual delivery of the service. This can occur in various areas such as service quality, service design, or service delivery.

When the Delivery of a Service Fails to Meet Customers