GK
MARKETING MANAGEMENT
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Question
[CLICK ON ANY CHOICE TO KNOW THE RIGHT ANSWER]
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Satisfaction or Service Quality Gaps occur when the customer’s ____ of service and ____ are not aligned.
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perceptions, expectation
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ideals, actions
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perception, desires
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expectations, desires
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Explanation:
Detailed explanation-1: -1. The Knowledge Gap: The gap between management perception and consumer expectation. This gap occurs when management second-guess customers’ wants and needs.
Detailed explanation-2: -The knowledge gap is the distinction between the customer’s expectations and the company’s perception of users’ needs. It occurs due to several reasons: lack of proper market research; insufficient communication between the company and the clients.
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