A company manufactures bug repellent candles. Match the scenario (in the right column) described with the most likely type of gap in customer satisfaction (in the left column).
performance gap- difference between the operational standard and actual performance
matches
the company knows that 16 ounces of wax and bug repellent mixture will make a candle that will repel for 6 hours. A metered dispenser is set for 16.5 ounces to put the wax mixture in the container. Half of all candles produced contain only 15 ounces of the mixture.
standards gap- when internal performance standards do not accurately reflect the organization's understanding of customer expectations
The customer expectations are that bug repellent candles of this size will last for 6 hours. The company product manager knows that given the right number of ounces of candle wax and repellent, a candle will last for more than 6 hours. The company does not measure or weigh the amount of wax mixture per candle during or after production.
knowledge gap- management's lack of understanding of what customers are thinking
The company decides to produce a 2 ounce bug repellent candle that will last for 1 hours of continuous. 1 hour will allow enough time to eat a meal grilled outside. 80% of the customers for bug repellent candles purchase them for summer outdoor events such as receptions, birthday parties and other social events that last 2- 6 hours.