Senior management thought customers expected at least of 96 percent for on-time delivery.However, senior management established a standard of 94 %.The difference is the:
A)Satisfaction gap.
B)Performance gap.
C)Standards gap.
D)Knowledge gap.

Question

Quizplus · Accepted Answer

The difference between the standard that senior management established (94%) and what they believed customers expected (at least 96%) is the standards gap. This gap exists between what management believes the standard should be and what the customer perceives as the expected level of service.

Senior Management Thought Customers Expected at Least of 96 Percent