Question

When a customer does not understand his or her role in the service delivery process, he or she is contributing to provider:_____.

Answer 1

When a customer does not understand his or her role in the service delivery process, he or she is contributing to provider: Gap 3

What is the Gap 3?

Gap 3 : The chasm between service quality requirements and actual service provision

The service members may encounter situations that cause this gap. It could happen as a result of poor training, inability, or reluctance to uphold the required service standards. It could result from ineffective evaluation and compensation systems. This disparity is primarily due to ineffective recruitment.

This gap may be caused by a failure to balance supply and demand. Also lacking are context, perceived control, and empowerment. An illustration would be a restaurant that communicates highly stringent criteria for the food it serves, but the personnel might not receive the right training on how to adhere to those standards.

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