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

question 95

Multiple Choice

According to the service-quality model,the second "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:

Expected Value

The long-run average value of repetitions of the same experiment or random trial.

Sample Statistic

A measure derived from a sample portion of a population, typically used to estimate the characteristics of the entire population.

Population Parameter

A population parameter is a numerical value that represents a characteristic of an entire population, such as its mean or standard deviation.

Point Estimate

A statistical measure that provides the best single value estimate of a population parameter.