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) Employees are allowed to make decisions about service delivery.

Question

Quizplus · Accepted Answer

The primary cause of a delivery gap in service delivery is when service employees sometimes do not deliver according to standards set by managers. This can be due to a variety of reasons, such as inadequate training or lack of motivation. Other options may contribute to a delivery gap, but they are not the primary cause.

What Is the Primary Cause of a Delivery Gap in Service