Question

Jones Company promised a customer that the customer would receive at least 98% of all items ordered. In fact, the customer received 95% of the items. This is an example of which "gap" in the customer satisfaction model? A. performance gap B. knowledge gap C. standards gap D. communication gap

Answer 1

Answer:

The correct answer is letter "D": communication gap.

Explanation:

The Gap Model of Service Quality is an approach helpful to understand consumer satisfaction. The Gap Model proposes there are breaches between vendors and customers that companies must flatten to meet their expectations. Those gaps are five (5): Knowledge Gap, The Policy Gap, The Delivery Gap, The Communication Gap, and The Customer Gap.

The Communication Gap refers to the difference between what is promised to clients and what they receive. This is caused as a result of overpromising or inaccurate communication between the operations and the advertising units.

Answer 2

Answer:

D. communication gap

Explanation:

A communication gap is when the meaning the speaker tries to send is not understood by the recipient. In the question given the customer was overpromised 98% but in reality, he received 95% of the items generating a communication gap and with this de discomfort of the consumer

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