Which Gap in the Gap Model of Service Quality Fundamentally

Multiple Choice

Which gap in the Gap Model of Service Quality fundamentally represents customer expectations management through marketing communications?

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 promises it delivers
E) Gap 5: perceived service by customers versus actual customer expectations of service