Problems in the Determination of Good Service Quality Are Attributable

question 53

Multiple Choice

Problems in the determination of good service quality are attributable to differences in the expectations, perceptions, and experiences regarding the encounter between the service provider and consumer. These gaps can be classified as all of the following except

• A) the gap between consumer expectations and consumers perceptions of these expectations.
• B) the gap between management perceptions of consumer expectations and the firm's service quality specifications.
• C) the gap between service quality specifications and actual service quality.
• D) the gap between actual service delivery and external communications about the service.

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Definitions:

Language Development

The process by which individuals acquire and refine the ability to understand and produce language.

Brain

The central organ of the human nervous system, located in the skull, responsible for processing sensory information, regulating bodily functions, and enabling cognition and emotions.

Embryo

An early stage of development in multicellular organisms after fertilization and before the fetus stage in humans.

Conception

The union of a sperm cell and an ovum that occurs when the chromosomes of each of these cells combine to form 23 new pairs.