According to the Gap Model of Service Quality,the Gap Between

question 18

Multiple Choice

According to the gap model of service quality,the gap between what management thinks customers want and the quality specifications that management develops to provide the service results from:

• A)​the inability of management and employees to do what should be done.
• B)a lack of understanding or a misrepresentation of the customers' needs, wants, or desires.
• C)misleading or deceptive advertising campaigns that promise more than what the firm can deliver.
• D)​the inability of management to translate customers' needs into delivery systems within the firm.

---

Definitions:

Wage Gap

The wage gap is the difference in earnings between two groups of workers, often based on gender, ethnicity, or age.

High-Skill

Referring to jobs or workers that require advanced training, education, or experience.

Low-Skill

Pertaining to jobs or tasks requiring minimal specialized training or education, often associated with lower wages.

International Trade

The exchange of goods and services between countries, enabling economies to specialize and grow through the trade of products they produce efficiently.