Multiple Choice
In the Gap Model of Service Quality, which gap asks whether a service is provided in the manner intended?
A) Gap 1: management's perceptions of customer service expectations versus actual customer expectations of service
B) Gap 2: management's perceptions of customer service expectations versus the actual service quality specifications developed
C) Gap 3: actual service quality specifications versus actual service delivery
D) Gap 4: actual service delivery versus what the firm communicates it delivers
E) Gap 5: perceived service by customers versus actual customer expectations of service
Correct Answer:
Verified
Correct Answer:
Verified
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