Question

When sarah went to the hotel lobby for the free hot breakfast provided by the hotel, she found a poor selection of food that was not only stale, but also tasteless. this is an example of a ______ gap?

Answer 1

Sarah's experience with a poor breakfast selection at a hotel is an example of a service quality gap, where customer expectations are not met by actual service delivered. However, two instances are insufficient to accurately conclude the overall quality of the hotel's service.

Step-by-step explanation:

When Sarah went to the hotel lobby for the free hot breakfast provided by the hotel, she found a poor selection of food that was not only stale, but also tasteless. This is an example of a service quality gap. A service quality gap occurs when there is a difference between customer expectations of a service and the actual service delivered. In this case, Sarah expected a satisfying breakfast as part of her hotel stay, but the stale and tasteless food did not meet her expectations, resulting in her perception of poor service.

It is important to note that while Sarah may believe the hotel offers bad service based on her experience with the breakfast, it would not be accurate to draw such a robust conclusion without considering additional factors. She has only experienced two instances of poor service (poor breakfast selection), which might not reflect the overall quality of the hotel's offerings. Consistent experiences over time would provide a more accurate indication of the service quality.

Answer 2

This is due to inadequate customer service gap and mismanagement in catering section.There should be proper management in catering section and quality of food supplied must checked in timely manner. Good management and well catering services are essential needs of a good hotel.