Gap 2 Shows the Difference Between ________

question 11

Multiple Choice

Gap 2 shows the difference between ________.

• A) service delivery and external communications to customers
• B) management perceptions of customer expectations and expected service
• C) service delivery and service quality specifications
• D) expected service and perceived service
• E) service quality specifications and management perceptions of customer expectations

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Definitions:

Integrating Conceptual Model

An overarching framework that combines various theories or ideas into a comprehensive understanding or approach.

Trait

A distinguishing quality or characteristic, typically belonging to an individual.

Behavior

The behavior or responses of a person or group when influenced by external or internal factors.

Power-Influence Processes

Strategies or mechanisms by which individuals or groups exert control and influence decision-making within organizations.