Gap 3 in the GAP Model Is the Discrepancy Between

question 38

Multiple Choice

Gap 3 in the GAP model is the discrepancy between:

• A) the customer's expectations and perceptions.
• B) management's perceptions of what features constitute a target level of quality and the task of translating these perceptions into executable specifications.
• C) quality specifications documented in operating and training manuals and plans and their implementation.
• D) customer expectations and management perceptions of those expectations.

---

Definitions:

Mental Programming

The process by which individuals internalize patterns of thoughts, beliefs, and behaviors influenced by their environment and experiences.

Human Relationships

Interactions and connections between individuals, shaped by emotions, behaviors, and societal norms.

Cultures

The shared beliefs, values, practices, and social behaviors of a particular group or society.

Attitudes

A settled way of thinking or feeling about someone or something, typically reflected in a person's behavior.