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:

Profit Margin

A financial metric that measures the percentage of profit a company produces from its total revenue.

Additional Labor

Employees or work hours added beyond the initial planning or standard staffing levels, often to meet increased production demands or to cover for unexpected labor shortages.

Variable Cost Concept

A cost that varies with the level of output or activity, in contrast to fixed costs, which remain constant regardless of activity.

Variable Manufacturing Costs

Costs that vary directly with the level of production, including materials, labor, and overhead expenses that fluctuate with output volume.