Question

When Mary booked a room at the Pleasant Valley Hotel, 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 Pleasant Valley Hotel was experiencing a severe ________ gap.A. knowledgeB. standardsC. expectationsD. deliveryF.communications

Answer 1

The hotel is experiencing an A) Expectations gap

Step-by-step explanation:

An Expectations gap is a gap between what the customer reasonably expects according to the characteristics of the service, the market information, and the general standards (in this case the hotel), and what the service actually provided.

In the question, Mary's expectations on the hotel were reasonable: she expected her room to be ready, as anyone who booked a room at a hotel would, she expected breakfast to be fresh, a singer who sang in tune, etc.

These are not unfeasible expectations, but the hotel was not able to meet them anyway. The hotel is having a serious expectations gap.