A Negative Gap Between _________ and ________ Nearly Always Points

Multiple Choice

A negative gap between _________ and ________ 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; actual service delivery
B) Management's perception of customer service expectations; actual service quality specifications developed
C) Management's perceptions of customer service expectations; actual customer expectations of service
D) Actual service delivery; what the firm communicates it delivers
E) Perceived service by customers; actual customer expectations of service