If a customer expects to wait one week for a pair of shoes to be mended but is told that the shoes are ready to be picked up less than 24 hours after leaving them at the repair shop,the customer's evaluation of service quality will be high.However,a two-week wait would result in a lower evaluation.The two-week gap would illustrate a gap between:
A) service quality specifications and the service that is actually provided
B) the service customers receive and the service they want
C) what the company provides and what the customer is told it provides
D) what customers want and what management thinks customers want
E) what management thinks customers want and the quality specifications management develops to provide

Question

Quizplus · Accepted Answer

Gap 5 is the gap between the service that customers receive and the service they want.

If a Customer Expects to Wait One Week for a Pair