When the service provided does not measure up to the firm's or to the industry's standards,it is known as ______.
A)the service design and standards gap
B)the service delivery performance gap
C)the communication gap
D)the service planning gap

Question

Quizplus · Accepted Answer

The service delivery performance gap refers to the situation where the actual service provided fails to meet the expected or desired service levels. This gap could arise due to errors, lack of training, and inconsistency in the quality of service delivered. The other options - the service design and standards gap, the communication gap, and the service planning gap - refer to different stages of the service delivery process and are not specific to the problem of inadequate service performance.

When the Service Provided Does Not Measure Up to the Firm's