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:

Phenylketonuria

A genetic disorder characterized by the body's inability to break down the amino acid phenylalanine, leading to harmful levels in the body.

Phenylalanine

An essential amino acid important in the biosynthesis of proteins.

Recessive Gene

A type of gene that expresses its traits only when paired with an identical or similar gene, as opposed to a dominant gene that can express its traits when paired with a different gene.

21st Chromosome

A chromosome in humans that, when an individual has three copies (trisomy 21) rather than the usual two, causes Down syndrome.