One sure way to create a Gap, according to the Gap service model, is for management to ___________.
A) Build a service delivery system the does not meet customer needs and wants
B) Build a service delivery system that meets the needs of customers
C) Create a service delivery system that uses qualitative and quantitative analysis to determine the best service
D) Ask input from employees to help design the service delivery system.
E) None of the above

Question

Quizplus · Accepted Answer

According to the Gap service model, the Gap is created when management builds a service delivery system that does not meet customer needs and wants. This is known as the "Service Design Gap" or "Customer Gap." Therefore, option A is the correct choice. Options B, C, and D are not relevant as they do not address the specific cause of the Gap as defined by the Gap service model.

One Sure Way to Create a Gap, According to the Gap