Final answer:
An example of a customer understanding their role but being unwilling or unable to perform it is when a customer acknowledges their role to provide feedback but is not actively doing so.
Step-by-step explanation:
In the context of customer understanding their role but being unwilling or unable to perform it (Performance Gap 3), consider the following example:
Let's say a customer acknowledges that their role as a customer is to provide feedback and suggestions to help improve a product or service. However, due to time constraints or lack of interest, they may be unwilling or unable to take the necessary steps to provide feedback. In this case, the customer understands their role but is not actively performing it.