Question

When Juanita booked a room at the Wintergarden Resort, she expected that her room would be ready when she got there, the swimming pool would be heated, the advertised singer would be able to sing, and the breakfast would be fresh. When she arrived, she had to wait for her room, found the swimming pool to be 50 degrees, realized the singer could not carry a tune, and the free continental breakfast was stale. The Wintergarden Resort was experiencing a severe ________ gap.

Answer 1

After reading the passage, we can say that the Wintergarden Resort was experiencing a severe knowledge gap.

• In service marketing, knowledge gap refers to the difference between what the customer expects and what is actually provided to him by the company.

• In the case of Wintergarden Resort, the knowledge gap is quite big.

• Juanita's expectations were not met at all. She is most likely going to leave the resort referring to the hotel experience as disappointing.

• To reduce the gap, the resort can step up to the tasks of actually providing what they advertise:

- The pool should be properly heated;

- The rooms should be ready before the customers arrive;

- The singer should be able to sing;

- The breakfast should be fresh.

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