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

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.

ayfat23 ayfat23 · Answer 2 · 2021-11-18T12:02:48+01:00

The Gap Model of Service whereby lack of appropriate customer data can cause some havoc as regards service delivery is A: Gap 1: management’s perceptions of customer service expectations versus actual customer expectations of service Gap.

The GAP Model of Service quality can be regarded as a model that iron out gaps that exist between the perceived service as well as the expected service.

However, these gaps are grouped into five gaps, the gap 1 talked about management’s perceptions in term of customer service expectations as well as the expectation of the customer.

Therefore, option A is correct.

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