The difference between what management perceives consumers to expect and the quality specifications set for service delivery is called the _____ gap.
A)knowledge
B)standards
C)delivery
D)communications
E)service

Question

Quizplus · Accepted Answer

The "standards gap" refers to the difference between management's perceptions of consumer expectations and the quality specifications that they set for service delivery. This gap highlights a discrepancy in understanding or translating customer expectations into specific quality standards for service or product delivery.

The Difference Between What Management Perceives Consumers to Expect and the Quality