When Dominoes promises delivery within 30 minutes, but it actually takes 45 minutes, Dominoes is demonstrating gap 1: management's perceptions of customer service expectations versus actual customer expectations of service.

Question

Quizplus · Accepted Answer

This situation describes Gap 5: the difference between customer expectations and their perceptions of the service received, not Gap 1, which is about the difference between customer expectations and management's perception of those expectations.

When Dominoes Promises Delivery Within 30 Minutes, but It Actually