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

question 52

Multiple Choice

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

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

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Definitions:

Dramatic Improvements

Significant positive changes or enhancements, often surpassing expectations.

Fundamental Rethinking

A profound reassessment of organizational processes and strategies to achieve dramatic improvements in performance.

Flexible Manufacturing System

An automated production system that can be quickly adapted to manufacture different products.