A(n)_______________ gap exists when a firm knows what they need to do to meet customers' service expectations but sometimes fails to do it.

Question

Quizplus · Accepted Answer

This situation is commonly referred to as a delivery gap, where there is a failure to deliver the expected level of service to customers. This can occur due to a variety of reasons such as poor communication, lack of resources or training, or ineffective processes. While knowledge, quality, standards, and empowerment are all important factors in service delivery, they are not specifically related to this type of gap.

A(n)_______________ Gap Exists When a Firm Knows What They Need