Multiple Choice
In the gaps model of service quality, which of the following best describes GAP 1?
A) Not knowing what customers expect
B) Service performance that does not match specifications
C) Specifying service standards that do not accurately reflect what management believes to be customers' expectations
D) Discrepancies between expected service and actual service delivery
E) Service not living up to levels of performance that are promoted and promised by the advertising of the company
Correct Answer:
Verified
Correct Answer:
Verified
Q11: Which of the following is NOT a
Q12: How important is it to deliver on
Q13: Satisfied customers are at most risk of
Q14: Which of the following is NOT a
Q15: Factors known to influence satisfaction evaluations, directly
Q17: To build a service satisfaction information system,
Q18: What happens backstage in an organisation has
Q19: Recent research that highlighted the impact of
Q20: By emphasising productivity and efficiency, what have
Q21: Consumer expectations are _ beliefs about _