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

question 129

Multiple Choice

According to the service-quality model,the fourth "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

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Definitions:

Social Impact

The effect an organization's actions have on the well-being of a community or society at large.

Corporate Leaders

Executives and high-level managers who have significant responsibility in guiding a corporation's strategy and operations.

Ethical Leadership

A leadership style guided by moral principles and values aiming to influence organizational behavior positively.

Stakeholders

Individuals or groups that have an interest, stake, or investment in a business or project and can be affected by its outcomes.