The Basis of the Gap Model of Service Quality Is

Multiple Choice

The basis of the Gap model of Service Quality is the ________.

A) examination of the differences between the objectives of management and employees
B) elimination of gap between an organization's and its employees' perceptions of the customer experience
C) recognition of suitable techniques for resource management to achieve better service quality
D) identification and measurement of differences in five key areas of the service delivery process
E) improvisation of the face-to-face time between customer and service provider, often called the moment of truth