According to the Service-Quality Model,the First "Gap" Is the One

question 116

Multiple Choice

According to the service-quality model,the first "gap" is the one between ________.

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

---

Definitions:

Brand

A distinctive identity that sets a product, company, or service apart from others in the eyes of customers.

Brand Promise

is the commitment made by a brand to its customers, representing what customers can consistently expect from the brand's products or services.

Mission

A statement that defines the core purpose and focus of an organization, guiding its decisions and directions.

Price Changes

Adjustments made to the selling price of goods or services in response to market demands, cost of production, or competitive pricing.