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

question 50

Multiple Choice

In the gaps model of service quality, which of the following best describes GAP 2?

• 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:

Healthcare Industry

A sector that provides goods and services to treat patients with curative, preventive, rehabilitative, and palliative care.

Regional Research

The study or exploration of specific geographical regions to understand their characteristics, challenges, and opportunities.

Duplication of Effort

The unnecessary repetition of work or effort by multiple individuals or teams, often leading to inefficiency and wasted resources.

Global Growth

The overall increase in economic activities and interconnectedness worldwide, often measured in terms of trade, investment, and technological advancements.