Which of the Following Is NOT a Potential Major Gap

question 43

Multiple Choice

Which of the following is NOT a potential major gap in a gap analysis?

• A)the gap between consumers' personal needs and expected service
• B)the gap between consumers' expectations and management's perceptions of those expectations
• C)the gap between service quality standards and consumers' expectations
• D)the gap between established quality standards and service delivery
• E)the gap between expected service and actual service

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Definitions:

Required Emotions

Emotions that employees are expected to display as part of their job role, often in service-oriented occupations, irrespective of their actual feelings.

Behavior

The way in which one acts or conducts oneself, especially towards others.

Internal Feelings

Pertains to the emotions and affective states that occur within a person, often influencing their behavior and perceptions.

Deep Acting

In emotional labor, refers to the practice of managing one’s feelings and expressions based on the required emotional displays of a job, by actually trying to feel those emotions.