Multiple Choice
In the gaps model of service quality, which of the following best describes GAP 2?
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
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