Ellen came across an ad for a new restaurant which promised authentic French cuisine. When she ate there, however, she was disappointed to find that the food was mediocre and not very authentic. Which of the following gaps of service performance does this demonstrate?
A) gap between service-quality specifications and service delivery
B) gap between perceived service and expected service
C) gap between service delivery and external communications
D) gap between consumer expectation and management perception
E) gap between management perception and service-quality specification

Question

Quizplus · Accepted Answer

The gap between service delivery and external communications occurs when the actual service provided does not match the promises made in external communications, such as advertisements. In this case, the restaurant's ad promised authentic French cuisine, but the actual food did not meet that expectation.

Ellen Came Across an Ad for a New Restaurant Which