Joanna learned from customer satisfaction surveys that diners in her restaurant wanted to be able to make substitutions. She has
decided to allow substitutions, but has not told all of the servers of this. Joanna is demonstrating a(n) ______ gap, causing her restaurant to provide a lower degree of service than she intends.\
Based on the information provided within the question in regards to the situation at hand it can be said that Joanna is demonstrating a standards gap. this is a gap caused by the difference between the customer service standards a company has created for itself and the expectations the company believes that the customers have for that company. Since Joanna did not tell all the servers of the customers expectations then the ones who do not know will not be able to provide this service to those customers, thus the restaurant will not be able to meet it's customer service standards.
