Question

In which of the following gaps of the Gap Model of Service Quality can a lack of the right customer data wreak havoc on service delivery? Multiple Choice Gap 1: management’s perceptions of customer service expectations versus actual customer expectations of service Gap 2: management’s perceptions of customer service expectations versus the actual service quality specifications developed Gap 3: actual service quality specifications versus actual service delivery Gap 4: actual service delivery versus what the firm communicates it delivers Gap 5: perceived service by customers versus actual customer expectations of service

Answer 1

Answer:

Gap 1: management’s perceptions of customer service expectations versus actual customer expectations of service

Explanation:

Lack of the right customer data can wreak havoc on a service delivery if the management’s perceptions of customer service expectations versus actual customer expectations of service isn't in sync.

It arises due to management's lack of full understanding on what customers want or need with respect to a number of sources. This gap can be closed by doing proper market research.