According to the Gap Model of Service Quality,the Gap Between

question 83

Multiple Choice

According to the gap model of service quality,the gap between what customers want and what management thinks customers want results from

• A) a lack of understanding or a misrepresentation of the customers' needs,wants,or desires.
• B) management's inability to translate customers' needs into delivery systems within the firm.
• C) the inability of management and employees to do what should be done.
• D) misleading or deceptive advertising campaigns promising more than the firm can deliver.

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Definitions:

Marginal Benefit

The boost in value or pleasure gained from the consumption of one more unit of a good or service.

Supply and Demand

Fundamental economic principles that describe how prices are determined in a market based on the quantity of a good or service available and desired.

Pollution Rights

Permits or allowances that authorize the holder to emit a certain amount of pollution, often tradeable in a market to encourage reduction of pollution in cost-effective ways.