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:

Simplify

The process of making something easier to understand or less complex.

Imaginary Numbers

Complex numbers that can be written as a real number multiplied by the imaginary unit i, where i is the square root of -1, used in advanced mathematics.

Like Terms

Terms in algebraic expressions that have the same variables raised to the same power, only their coefficients can be different.

Perform Operation

To carry out a specific task or process, often referring to mathematical computations or business procedures.