The Most Widely Accepted Framework for Researching Service Quality Stems

Multiple Choice

The most widely accepted framework for researching service quality stems from the premise that a consumer's evaluation of service quality is a function of the ________ of the gap between the customer's expectations of service and the customer's assessment of the service actually delivered.

A) type and physical characteristics
B) intangible attributes
C) extrinsic cues
D) magnitude and direction
E) intrinsic cues