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

question 97

Multiple Choice

According to the service-quality model,the fifth "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

Recognize the role of feedback in the communication process.

Understand the elements and key players in the communication process.

Acknowledge the influence of cultural differences on communication practices.

Recognize the difference between formal and informal communication channels.

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Definitions:

Composite Volcano

A type of volcano formed by the eruption of viscous lava along with ash and rock, characterized by steep profiles and periodic, explosive eruptions.

Scoria Cone

A small, steep volcanic cone formed from fragments of lava ejected during explosive volcanic eruptions.

Composite Volcanoes

Volcanoes characterized by explosive eruptions and composed of alternating layers of lava flows and pyroclastic materials.

Pyroclastic Flows

Fast-moving currents of hot gas and volcanic materials that flow down the slopes of a volcano during an explosive eruption.