Gap 4 Shows the Difference Between ________

question 56

Multiple Choice

Gap 4 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:

Unit Product Cost

The total cost (both fixed and variable) associated with producing one unit of a product.

Direct Labor-hours

Total work hours contributed by staff directly associated with the production of a product or the offering of a service.

Manufacturing Overhead

Indirect costs related to manufacturing that cannot be directly traced to specific units produced, such as electricity or maintenance.

Fixed Manufacturing Overhead

The fixed costs that are incurred during the manufacturing process, including costs such as rent, insurance, and salaries for management, that do not vary with production volume.