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

question 4

Multiple Choice

In the gaps model of service quality, which of the following best describes GAP 3?

• 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:

Information Filtering

The process of screening and selecting relevant information from a large volume of data or choices, often using algorithms or manual criteria.

Specialized Language

Technical or industry-specific language used among professionals in a particular field, enhancing precision but possibly hindering communication with outsiders.

Mum Effect

is the tendency to avoid communicating unfavorable news or feedback due to fear of the recipient's reaction or to avoid conflict.

Grapevine

An informal communication network among people in an organization, not sanctioned by formal channels.