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

question 59

Multiple Choice

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

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

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Definitions:

Paragraphing

The process of dividing a piece of writing into paragraphs, which organize and structure content.

Speech

The expression of or the ability to express thoughts and feelings by articulate sounds.

Productivity

The effectiveness of productive effort, especially in industry, as measured in terms of the rate of output per unit of input.

Oral Report

A spoken presentation of information or findings to an audience.