Multiple Choice
The following identify service gaps except:
A) management knows what is important to the customer.
B) management knows what is important to the customer, but does not translate into service standards.
C) service standards are in place but employees do not practice them.
D) customers are promised a level of service that is not delivered.
E) both A and B.
Correct Answer:
Verified
Correct Answer:
Verified
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Q16: It can be difficult for an employee
Q17: When trying to improve gaps in the
Q18: The first gap in delivering service occurs
Q20: All of the following are feelings associated
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Q22: A gap in delivering service occurs when
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