In the Gaps Model of Service Quality, Which of the Following

question 16

Multiple Choice

In the gaps model of service quality, which of the following best describes GAP 1?

• A)Not knowing what customers expect
• B)Service performance that does not match specifications
• C)Specifying service standards that do not accurately reflect what management believes to be customers' expectations
• D)Discrepancies between expected service and actual service delivery
• E)Service not living up to levels of performance that are promoted and promised by the advertising of the company

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Definitions:

Abstractly

Thinking in a way that is not concrete or specific, involving concepts and ideas rather than physical realities.

Secure Attachment

A stable and healthy emotional bond between a child and their caregiver, characterized by trust and a sense of safety in the relationship.

Accommodation

In psychology, the cognitive process of revising existing cognitive schemas, perceptions, and understanding so that new information can be incorporated; in visual perception, the adjustment of the eye's lens to maintain a clear image.

Conservation

A cognitive development concept where children learn that properties like volume, mass, and number remain the same despite changes in the form of objects.