The Central Focus of the Gaps Model of Service Quality

question 10

Multiple Choice

The central focus of the gaps model of service quality is the:

• A) Constant need to provide value for dollars spent
• B) Four dimensions of service
• C) Difference between customer expectations and perceptions
• D) Temptation to handle services as if they were tangibles
• E) Customer-employee-supplier triumvirate

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Definitions:

Stockholders' Interests

The concerns and priorities of individuals who own stock in a corporation, often focusing on profitability, dividends, and company growth.

Workforce Diversity

The inclusion of a wide range of people of different races, genders, ages, ethnicities, sexual orientations, and physical abilities in the workplace.

National Origin

Refers to the country or geographical region where an individual was born or where their ancestors originated.

High-performing Companies

Organizations that consistently achieve and exceed their operational and financial goals through innovation, efficiency, and effective management.