Asked by Darlesha Crump on Jul 08, 2024
Verified
When there is a significant difference between the service customers receive and the service the firm promotes, the firm has a ________ gap.
A) knowledge
B) standards
C) social expectations
D) delivery
E) communications
Communications Gap
A mismatch between customers' expectations based on a company's promotional messages and the actual service or product delivered.
- Learn the foundational principles and application scenarios of the Service Gaps Model.
- Depict procedures for regulating service quality and boosting customer service encounters.
Verified Answer
EO
Elizabeth OrozcoJul 10, 2024
Final Answer :
E
Explanation :
This is known as a communications gap, which occurs when there's a significant difference between the service promised by a company in its promotions and the service actually provided to customers.
Learning Objectives
- Learn the foundational principles and application scenarios of the Service Gaps Model.
- Depict procedures for regulating service quality and boosting customer service encounters.
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