According to Parasuraman, Zeithaml, and Berry, the First "Gap" in Their

question 140

Multiple Choice

According to Parasuraman, Zeithaml, and Berry, the first "gap" in their service-quality model is the gap between

• A) consumer expectation and management perception.
• B) service-quality specifications and service delivery.
• C) management perception and service-quality specification.
• D) perceived service and expected service.
• E) service delivery and external communications.

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Definitions:

Net Worth's

The total assets minus total outside liabilities of an individual or a company, indicating financial health or position.

Billion

A numerical value representing one thousand million (1,000,000,000) in the American short scale.

Americans

Typically refers to the citizens or people of the United States of America.

Black Families

Social and economic units consisting of individuals with African descent, focusing on their demographic characteristics, family structures, and sociocultural dynamics.