The Service Gaps Model is designed to highlight those areas where
A)service providers provide the best possible service.
B)manufacturers are cutting corners on product quality.
C)customers believe they are getting lower quality service than they should.
D)service providers know more than their customers.
E)delivered service exceeds expected service.

Question

Quizplus · Accepted Answer

The Service Gaps Model is specifically concerned with identifying areas where there is a gap between the level of service customers expect to receive and the level of service they actually receive. Therefore, choice C is the correct answer as it reflects the central focus of the model. The other choices are not directly related to this concept.

The Service Gaps Model Is Designed to Highlight Those Areas