According to the Service-Quality Model,the Third "Gap" in Their Service-Quality

question 94

Multiple Choice

According to the service-quality model,the third "gap" in their service-quality model is the gap 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