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:

Price Elasticity

An estimation of the change in demanded quantity of a product in response to its price movements, signifying how prone consumers are to price changes.

Percentage Change

A mathematical calculation that shows how much a quantity has increased or decreased in comparison to its previous value, expressed as a percentage.

Union Labor

Workforce that is represented by a union, which negotiates wages, working conditions, and other benefits on their behalf.