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 which of the following?

Question

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The two-week gap between the customer's expectation and the actual time taken to repair the shoes indicates a gap between the service quality specifications (one-week turnaround time) and the service that is actually provided (two-week turnaround time). Option A is incorrect as there is no indication that the customer's expectation is different from the service they want. Option B is also irrelevant as there is no mention of what management thinks customers want. Option C is not applicable as there is no indication that the customer was misinformed about the service provided.

If a Customer Expects to Wait One Week for a Pair