According to the Service-Quality Model,the Second "Gap" Is the One

question 95

Multiple Choice

According to the service-quality model,the second "gap" is the one between ________.

• A) perceived service and expected service
• B) service delivery and external communications
• C) service-quality specifications and service delivery
• D) management perception and service-quality specification
• E) consumer expectation and management perception

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Definitions:

Inhibited Children

Children who display a consistent pattern of shyness, timidity, and fearfulness in unfamiliar situations or with unfamiliar people.

Anxiety To Novelty

The fear or apprehension experienced by individuals when faced with new, unfamiliar situations or environments.

Evolutionary Personality Theory

A theoretical approach that explains personality traits through the lens of evolutionary biology, suggesting that many human behaviors have adaptive values.

Fear Of Strangers

An anxiety disorder characterized by an irrational and persistent fear of unknown people or social situations involving strangers.