The 'gap theory' of service quality improvement refers to the gap between:
A) How much consumers paid and how much they used the product
B) Service delivery and external communications about the service
C) Consumer attitudes and organizational attitudes
D) Consumer experiences and organizational experiences

Question

Quizplus · Accepted Answer

The gap theory of service quality improvement refers to the gap between service delivery and external communications about the service. This means that there may be a discrepancy between what the service promises to deliver and what it actually delivers to the customer. This gap can be addressed by improving communication and aligning service delivery with customer expectations. The other choices (A, C, and D) do not accurately describe the gap theory of service quality improvement.

The 'Gap Theory' of Service Quality Improvement Refers to the Gap