Delivery gaps always result in a service failure.

Question

BlackTom AI · Accepted Answer

The statement under scrutiny is the claim that delivery gaps always result in a service failure. 
Option 1: True. This option asserts that any delivery gap inevitably leads to a service failure. In practice, this is not necessarily the case, because organizations may have recovery mechanisms, compensating controls, or temporary delays that do not produce a complete service failure. Some gaps may be resolved quickly, with customers not noticing or with service levels maintained within acceptable thresholds.
Option 2: False. This option correctly challenges the absolute nature of the claim. While delivery gaps can increase the risk of a service failure, they do not automatically produce one in every instance. The impact of a gap depends on factors such as severity, duration, redundancy, monitoring, and the existence of rollback or remediation procedures. A gap that is detected early and mitigated may not translate into a failure, or the customer experience may still meet the agreed service levels despite a minor gap.
In evaluating the statement, consider how service delivery is designed with resilience: multiple layers of protection, incident response, and contingency planning can prevent a gap from cascading into a full failure. Conversely, in some cases, even small gaps can trigger failures if there are no compensating controls or if the system is highly sensitive to disruption. Therefore, the blanket assertion that delivery gaps always result in a service failure is overly rigid and not universally true.

Delivery gaps always result in a service failure.

View Explanation

Log in for full answers

Similar Questions

One way for a firm to reduce the Blank ______ gap is to ensure that the sales force does not make promises the firm cannot keep.

McDonald's has a policy that, in addition to ketchup, mustard, and onions, all burgers must have two pickles. This contributes to efforts to reduce the Blank ______ gap and provide measurable service quality based on expectations.

The marketing metric used to evaluate if a firm is performing on the five service quality dimensions by finding the minimum level of acceptable service is Blank ______.

Lilly went to the Yummy Fork for lunch, and when her food arrived, it was not what she ordered. She later posted a negative comment about the Yummy Fork on a blog. Which one of the five service dimensions was used by Lilly to determine she did not like the service by the Yummy Fork?

Service quality is defined as Blank ______.

When using zone of tolerance marketing metrics, the five scores assigned to service quality dimensions will always total Blank ______.

To assess service quality, it is necessary to understand both customers' perceptions and their expectations.

Alix knows her restaurant is understaffed today. She is hoping to get through the day without falling below her customers'________, the difference between what her customers want and what they will accept before going elsewhere.

More Practical Tools for Students Powered by AI Study Helper

Homework AI Solver

Stylized AI Paper Writer

Plagiarism Checker Assistant

Citation AI Academic Writing Tool

In-Class Translation Assistant

AI Note Generator

AI Quiz Answers

Past Exam Questions from University Test Bank

Smart Practice Assistant

Adaptive Practice

Making Your Study Simpler