Clearwater Spa operates on the premise that service quality is the main reason that customers come to the spa, and the attendants are trained to provide excellent service. Despite this, the spa rarely has repeat customers
Clearwater began collecting feedback from customers to find out the reason for this. The management realized that although the customers were happy about the services, they did not like the ambience. What kind of a gap is causing the unsuccessful service delivery in this situation?
In this situation, there is a gap between the consumers' expectations and the managements' perception. Management does not always correctly perceive what customers want. The spa management believes that customers want service quality, when the ambience is the real customer demand.
You might also like to view...
Which one of the following is an accurate description of Allowance for Doubtful Accounts?
a. Contra account b. Liability account c. Revenue account d. Expense account
Why do monetarists favor the use of a nonactivist rule for monetary policy?
What will be an ideal response?
Differentiate between essential and non-essential activities
The last step of the customer relationship management process is to
A. utilize analysis to build customer relationships. B. store and analyze information. C. identify current customers. D. understand how customers interact. E. gather specific customer information.