Asked by Alexandra Ibanez on Jul 03, 2024
Verified
A delivery gap is the difference between the firm's service standards and the actual service it provides to customers.
Delivery Gap
A type of service gap; the difference between the firm’s service standards and the actual service it provides to customers.
Service Standards
The levels of performance and quality that service providers commit to delivering to their customers.
- Identify approaches to bridge the gaps in knowledge and communication within service provision.
- Expound the Service Gaps Model and its criticality in determining service quality assessment.
Verified Answer
MA
Maqsood AhmadJul 10, 2024
Final Answer :
True
Explanation :
A delivery gap is indeed the difference between the firm's service standards and the actual service it provides to customers. This gap can arise due to various factors such as inadequate training of employees, lack of communication between departments, or unrealistic service promises made to customers. It is important for firms to identify and close these gaps in order to provide a better overall customer experience.
Learning Objectives
- Identify approaches to bridge the gaps in knowledge and communication within service provision.
- Expound the Service Gaps Model and its criticality in determining service quality assessment.
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