In Which of the Following Gaps of the Gap Model

question 83

Multiple Choice

In which of the following gaps of the Gap Model of Service Quality can a lack of the right customer data wreak havoc on service delivery?

• A) Gap 1: management's perceptions of customer service expectations versus actual customer expectations of service
• B) Gap 2: management's perceptions of customer service expectations versus the actual service quality specifications developed
• C) Gap 3: actual service quality specifications versus actual service delivery
• D) Gap 4: actual service delivery versus what the firm communicates it delivers
• E) Gap 5: perceived service by customers versus actual customer expectations of service

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Definitions:

Importance

The state or fact of being of great significance or value.

Earliest Due Date

A scheduling method that prioritizes tasks or orders based on the earliest due date.

Shop Floor Dispatching

The process of scheduling and controlling work and workloads on the manufacturing or production floor in real-time.

Time Available

The total amount of time that can be utilized for a specific purpose or task, often factoring in operational hours and capacity constraints.