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:

Follicular Phase

Time between the end of menses and ovulation, characterized by rapid division of endometrial cells and development of follicles in the ovary; also called proliferative phase.

Ovarian Cycle

Series of events that occur in a regular fashion in the ovaries of sexually mature, nonpregnant females; results in ovulation and the production of the hormones estrogen and progesterone.

Ovarian Follicles

Structures within the ovaries that contain a developing egg and produce hormones involved in reproductive cycles.

Corpus Luteum

A temporary endocrine structure in female ovaries that produces progesterone after ovulation to regulate menstruation and early pregnancy.