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.