Question: In gap analysis, the walk the talk gap often occurs when: customers' service quality expectations and management's perceptions of those expectations do not line up

In gap analysis, the "walk the talk" gap often occurs when:
customers' service quality expectations and management's perceptions of those expectations do not line up.
None of these is correct.
management's perceptions of customer expectations and service quality specifications do not line up.
actual service delivery does not meet the promise that was made to customers in the marketplace.
In gap analysis, the "walk the talk" gap often occurs when:

Step by Step Solution

There are 3 Steps involved in it

1 Expert Approved Answer
Step: 1 Unlock blur-text-image
Question Has Been Solved by an Expert!

Get step-by-step solutions from verified subject matter experts

Step: 2 Unlock
Step: 3 Unlock

Students Have Also Explored These Related General Management Questions!

Q:

If you seek a matchless customer experience in grocery shopping, look no further than Trader Joes, the whimsical privately-held chain of specialty food stores. Selling 80 percent private-label goods...

Q:

Based on the essay below, answer these questions 1: Is resistance to change really the norm? 2: What is the 'congruence trap' and how can it be avoided? Hello, this is David Lewin. My talk today is...

Q:

Questions: #6A:Realism of recommendations for Target which of the author's recommendations are realistic for a company like Target? #6B: Comparison with Trinity In a general sense, how does the...

Q:

True or False? When conducting a gap analysis, the walks the talk gap is the one that occurs between service quality expectations and management perceptions of those expectations.

Q:

Chapter 1 Culture and Its Impact on International Service Management: Exploring Global Consumers' Different Service Perceptions and Preferences in the International Hospitality Industry Kyuho Lee...

Q:

International Journal of Economics, Commerce and Management United Kingdom Vol. III, Issue 6, June 2015 http://ijecm.co.uk/ ISSN 2348 0386 MEASURING SERVICE QUALITY GAP IN HIGHER EDUCATION USING...

Q:

1. What is the paper about? 2. What are the five latent constructs that show different aspects of service quality? 3. What are the hypotheses of this paper? 4. How was sampling done for the study?...

Q:

Managerial Decision Making Six Decision Stages in Chapter 5 I. Identify and Diagnose the Problem Consider the following questions when identifying and diagnosing the problem: Is there a difference...

Q:

by Vicki Jayne / business excellence Built to Last How to fill performance gaps How do you build a strong performance ethic into your organisational culture? Vicki Jayne talks to two executives who...

Q:

This is a case paper on jet blue airlines. You will be writing this paper as a hired marketing consultant of Jet blue. Chapter 2 - The Gaps Model of Service SERVICE QUALITY The quality of a service...

Q:

As a potential lender considering making a long-term loan to a company, discuss how much comfort you might get from knowing what long-term assets the company has, specifically in the form of (1)...

Q:

Circuit City is considering expanding a store. Identify three methods management can use to evaluate whether to expand.

Q:

At the beginning of 2 0 0 7 ( the year the iPhone was introduced ) , Apple's beta was 1 . 5 8 and the risk - free rate was about \ ( 3 . 6 9 \ % \ ) . Apple's price was \ ( \ $ 8 3 . 0 7 \ ) ....

Q:

Problem 4-04 a-b Flint Inc. reported income from continuing operations before tax of $2,774,500 during 2020. Additional transactions occurring in 2020 but not included in the $2,774,500 were as...