In the gaps model of service quality, which of the following best describes GAP 4?
A)Not knowing what customers expect
B)Service performance that does not match specifications
C)Specifying service standards that do not accurately reflect what management believes to be customers' expectations
D)Discrepancies between expected service and actual service delivery
E)Service not living up to levels of performance that are promoted and promised by the advertising of the company

Question

Quizplus · Accepted Answer

GAP 4 in the gaps model of service quality describes the discrepancies between the service delivery that is promised in a company's communications (including advertising) and what is actually delivered. This gap highlights the importance of ensuring that marketing communications accurately reflect the service that can be delivered.

In the Gaps Model of Service Quality, Which of the Following