The difference between what a guest expects and what the organization delivers is known as a
A) service gap
B) service slack
C) service failure
D) service recovery

Question

Quizplus · Accepted Answer

A service gap refers to the difference between a guest's expectations for service and what the organization actually delivers. This gap can occur at various points in the service encounter and can lead to guest dissatisfaction if not addressed effectively. Service slack refers to an organization's unused resources, service failure refers to a specific instance where the organization fails to meet the guest's expectations, and service recovery refers to the organization's attempts to address and resolve a service failure.

The Difference Between What a Guest Expects and What the Organization