Jones Company promised a customer that the customer would receive at least 98 percent of all items ordered.In fact,the customer received 95 percent of the items.This is an example of which "gap" in the customer satisfaction model?
A)Performance gap
B)Knowledge gap
C)Standards gap
D)Communications gap

Question

Quizplus · Accepted Answer

The situation described is an example of a "Communications gap," which occurs when there is a difference between what a company promises about the product or service and what is actually delivered. In this case, Jones Company promised a 98 percent fulfillment rate but delivered only 95 percent.

Jones Company Promised a Customer That the Customer Would Receive