Question

malik orders pizzas at a take-out restaurant and is told that the order would be ready in twenty minutes. after waiting for almost half an hour, he is told that his order was entered just five minutes ago and that the pizzas would be ready in 45 minutes. which service gaps is exemplified in this scenario?

Answer 1

The situation described where Malik received incorrect timing for his pizza order reflects a communication gap in service delivery, where promised service did not align with actual service provided.

Step-by-step explanation:

The service gap exemplified in this scenario is the communication gap. This gap occurs when there is a discrepancy between the services promised by a company and the services actually delivered. In Malik's case, he was initially told his pizzas would be ready in twenty minutes, but after a longer wait, he was informed that his order had only been entered five minutes prior and would take another 45 minutes.

This reflects poor communication and mismanagement of customer expectations, which are crucial elements in service delivery. It is important for businesses to ensure that information relayed to customers is accurate and that service promises are fulfilled within the stated timelines to maintain customer satisfaction and trust.