As You Prepare to Enjoy a Night at the Theater

Multiple Choice

As you prepare to enjoy a night at the theater, your expectations rise as you listen to the music, read the reviewers comments, and reflect back to the last time you saw the same musical. All of these form your "expected service." If a "gap" were to exist, it would exist here between your "expected service" and the ________ of the performance.

A) management perception
B) external communication
C) perceived service
D) service-quality specifications
E) actual quality