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

question 97

Multiple Choice

According to the service-quality model,the fifth "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:

Management Objectives

Specific goals set by a management team to guide the operations and direction of a company or organization.

Compressed Workweek

An alternative work schedule in which employees work fewer than the normal five days a week but still put in a normal number of hours per week.

Peter Drucker

An Austrian-born American management consultant, educator, and author, whose writings contributed to the philosophical and practical foundations of the modern business corporation.

Telework Centre

A facility that offers infrastructure and services to enable people to work remotely, often located away from traditional office environments.