The Gaps Model is designed to highlight those areas where
A) service providers provide the best possible service.
B) manufacturers are cutting corners on product quality.
C) customers believe they are getting less or poorer service than they should.
D) service providers know more than their customers.
E) delivered service exceeds expected service.

Question

Quizplus · Accepted Answer

The Gaps Model specifically addresses the differences or "gaps" between the service customers receive and the service they feel they should receive. Therefore, the correct choice is C - customers believe they are getting less or poorer service than they should.

The Gaps Model Is Designed to Highlight Those Areas Where