In services marketing, the saying, "where the rubber meets the road" refers to whether a(n) __________ gap exists.

Question

Quizplus · Accepted Answer

"Where the rubber meets the road" generally refers to the point where service delivery occurs and the actual service experience takes place. Therefore, the gap being referred to is the delivery gap, which is the difference between the service delivery and the service promised or expected by the customer. Choices A, B, D, and E are all other types of service gaps that can occur in a service delivery process, but they are not specifically related to this phrase.

In Services Marketing, the Saying, "Where the Rubber Meets the Road