Question 6 (10 points) According to the gap model of service quality, the gap be

Question

Question 6 (10 points) According to the gap model of service quality, the gap between what customers want and what management thinks customers want results from: O a) a lack of understanding or a misrepresentation of the customers' needs, wants, or desires. O b) management's inability to translate customers' needs into delivery systems within the firm O o) the inability of management and employees to do what should be done. O d) misleading or deceptive advertising campaigns promising more than the firm can deliver. Save

Explanation / Answer

Answer is B

In reference to the above asked question answer should be (B) managements inability to translate customers needs into delivery system within the firm.

EXPLANATION

As today costumer is more demanding and has higher expectation. They not only want high quality products but also expects high quality service. Even manufactured products can not gain strategic competitive advantage through physical products alone. So management inability to translate customers needs is a major factor leading to customer service gap.

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