Question

Gina booked a room at the Whispering Sands Resort because, as advertised on its website, she expected to check in at 11:00 am, the swimming pool would be heated, the talent in the dining area 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 Whispering Sands Resort was experiencing a severe ________ gap

Answer 1

The Whispering Sands Resort was experiencing a severe service gap when they failed to meet Gina's expectations.

Step-by-step explanation:

The Whispering Sands Resort was experiencing a severe Service Gap.

A service gap occurs when there is a difference between customer expectations and the actual service provided by a company.

In this case, Gina expected to check in at 11:00 am, find a heated swimming pool, listen to talented singers in the dining area, and enjoy a fresh breakfast. However, the resort failed to meet these expectations, resulting in a gap between what was promised and what was delivered.

Answer 2

The Whispering Sands Resort failed to meet advertised expectations, leading to a service quality gap. This gap reflects a discrepancy between promised and actual service levels, which can be improved through accurate advertising and enhanced service delivery.

Step-by-step explanation:

The Whispering Sands Resort was experiencing a severe service quality gap. This situation occurs when there is a mismatch between customer expectations, based on a company's promotions and advertisements, and the actual service delivered. The term service quality gap refers to the difference between customer expectations of service and the actual service performance by the company.

For Gina, whose expectations included a timely room check-in, a heated swimming pool, talented dining area entertainment that is in tune, and fresh breakfast, the reality did not meet these advertised standards. Forging a solution to this service quality gap often requires companies to gather customer feedback, adjust their service delivery processes, and ensure better alignment between promises made through advertising and the actual service provided.