The difference between the quality standards set for service performance and the actual quality of the service performed is called the _____ gap.
A)knowledge
B)standards
C)delivery
D)communications
E)service

Question

Quizplus · Accepted Answer

The difference between the quality standards set for service performance and the actual quality of the service performed is referred to as the delivery gap. This gap occurs when there is a failure to meet customer expectations, leading to a decrease in customer satisfaction and loyalty. It can be caused by a lack of understanding of customer needs, inadequate training of service providers, or ineffective service design and delivery processes.

The Difference Between the Quality Standards Set for Service Performance