Betty's favorite restaurant is Zing's. The last time Betty visited Zing's, the food was excellent, and the service was attentive. Tonight is her anniversary, and she was looking forward to an outstanding experience

After the meal, she starts feeling that the service was not up to par and the evening was not as successful as she had hoped. What elements of this story tell you that the problem, according to the service-quality model, is a gap between perceived service and expected service?

Betty had set high standards for expected service at her favorite restaurant. The service she perceived fell short of her expectations. Thus, even if the restaurant delivered on its promises to customers, Betty felt disappointed. This gap can occur when the customer misperceives the service quality.