What is the primary cause of a delivery gap in service delivery?
A) Managers set extremely specific service standards.
B) Managers misinterpret customers' expectations.
C) Service employees sometimes do not deliver according to standards.
D) Firms make service promises they don't keep.
E) Any of these.

Question

Quizplus · Accepted Answer

Service employees not delivering according to standards is the primary cause of a delivery gap in service delivery. This can stem from a number of reasons such as inadequate training, poor supervision, lack of motivation, or even individual incompetency. While the other options listed can contribute to delivery gaps, they are not the primary cause.

What Is the Primary Cause of a Delivery Gap in Service