Gap 2 Shows the Difference Between ________

question 11

Multiple Choice

Gap 2 shows the difference between ________.

• A) service delivery and external communications to customers
• B) management perceptions of customer expectations and expected service
• C) service delivery and service quality specifications
• D) expected service and perceived service
• E) service quality specifications and management perceptions of customer expectations

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Definitions:

Value of Time

This concept refers to the economic value of an individual's time, often measured by what they would be willing to pay to save time or by their wage rate.

High-Wage Individuals

Individuals who earn a salary significantly higher than the average or median for their profession or area.

Live Performances

Events where performers present arts like music, theater, or dance in real-time before a live audience.

Scalping Tickets

The practice of buying tickets to an event and reselling them at a higher price, typically without authorization.