To close the customer gap, the gaps model of service quality suggests the _____ gaps need to be closed.
A) Services marketing
B) Service dimensions
C) 4 Ps
D) Provider
E) Value

Question

Quizplus · Accepted Answer

The provider gap, which is the gap between the service provider's perception of customer expectations and the actual customer expectations, needs to be closed to improve service quality and close the customer gap. The other options (A, B, C, E) are not directly related to closing the customer gap as per the gaps model.

To Close the Customer Gap, the Gaps Model of Service