Asked by Deijah Drakeford on Jul 12, 2024
Verified
A ________ gap reflects the difference between customers' expectations and the firm's perception of those customer expectations.
A) seniority
B) knowledge
C) standards
D) delivery
E) communication
Knowledge Gap
The divergence in information that occurs when one party possesses more or superior information compared to another, often leading to unequal opportunities and outcomes.
- Achieve a comprehensive understanding of the Service Gaps Model's concepts and practical applications.
- Foster an understanding regarding the expectations and perceptions of customers towards services.
Verified Answer
YK
Yasmin KhaleelJul 12, 2024
Final Answer :
B
Explanation :
A knowledge gap occurs when there's a difference between what customers expect and what a company thinks customers expect. This gap can lead to misunderstandings and a failure to meet customer needs if not properly addressed.
Learning Objectives
- Achieve a comprehensive understanding of the Service Gaps Model's concepts and practical applications.
- Foster an understanding regarding the expectations and perceptions of customers towards services.
Related questions
The Customers at Monica's Pastry Shop Want to Grab a ...
When There Is a Significant Difference Between the Service Customers ...
A Delivery Gap Is the Difference Between the Firm's Service ...
The Federal Aviation Administration Posts Monthly Percentage On-Time Arrival Data ...
Rob Manages a Men's Grooming Services Salon in New York ...