Service failures from robotics can be more tolerated than human failures if customers are informed about the cause. This minimizes which gap?

The concept being explored here relates to how effectively a business communicates about its services and how that affects customer perceptions of service quality. When customers are informed about the reasons behind service failures—particularly those involving robotics—this transparency can significantly impact their overall satisfaction and tolerance for those failures.

When customers receive clear information that explains the cause of a service failure, it addresses their expectations and enhances their understanding of the situation. This practice minimizes the communication gap, which refers to the difference between what customers are told about the service and what they actually experience. In essence, if customers know why a robotic service has not performed as expected, they are more likely to be forgiving, as their expectations align more closely with the reality of the service encountered.

The other gaps, such as the knowledge gap, service design and standards gap, and delivery gap, relate to different aspects of the service process, like the alignment of customer expectations with management’s perceptions (knowledge gap), the standards set for service (service design and standards gap), and the execution of the service itself (delivery gap). However, these do not directly deal with the information customers receive about the causes of service failures, making them less relevant in this context. Thus, effective communication about the reasons behind robotics-related service