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

question 63

Multiple Choice

In the gaps model of service quality, which of the following best describes GAP 4?

• 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:

Income Distribution

Income Distribution refers to the way in which total income is shared among the members of a society.

Capital Flow

The movement of money for the purpose of investment, trade, or business production, either within a country (domestic capital flow) or across national borders (international capital flow).

Excess Profits

Profits that exceed the normal expected return on investment, often resulting from monopolistic or oligopolistic market structures.

General Equilibrium

A condition in an economy where supply and demand are balanced across all markets simultaneously.