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

question 144

Multiple Choice

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

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

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Definitions:

Excess Capacity

The additional production capability that a business can utilize without incurring additional fixed costs, often seen as an opportunity for growth.

Minimum Price

The lowest price at which a product or service can be sold, often determined by covering at least the costs of production or market regulations.

Special Order

A one-time customer order typically at a reduced sale price, which does not disrupt regular production or sales activities.

Constrained Resource

A critical resource within a process or system that has a capacity limit potentially affecting overall performance or output.