Which is NOT a major service quality gap that contributes to customer dissatisfaction with the service?
A)The difference between what the customer expects and what management perceives that the customer expects
B)The translation of management perceptions of customer expectations into the design of the service
C)The difference between what the service organization is designed to deliver and the actual service delivered to the customer
D)The difference between the service delivered and the service customer's expectation given its portrayal in various forms of marketing communication.
E)All of these are major contributors to customer dissatisfaction with a service.

Question

Quizplus · Accepted Answer

All of these (A, B, C, and D) are major contributors to customer dissatisfaction with a service. The service quality gap model identifies these four gaps as major factors that can lead to customer dissatisfaction with a service. The model suggests that service organizations need to identify and address these gaps in order to deliver high-quality service that meets or exceeds customer expectations.

Which Is NOT a Major Service Quality Gap That Contributes