A Negative Gap Between ________ Nearly Always Points to Management

Multiple Choice

A negative gap between ________ nearly always points to management and employees simply not getting the job done. This could be due to vague performance standards, poor training, or ineffective monitoring by management.

A) actual service quality specifications and actual service delivery
B) management's perception of customer service expectations and actual service quality specifications developed
C) management's perceptions of customer service expectations and actual customer expectations of service
D) actual service delivery and what the firm communicates it delivers
E) perceived service by customers and actual customer expectations of service