In the Gap Model of Service Quality, Which Gap Asks

question 24

Multiple Choice

In the Gap Model of Service Quality, which gap asks whether a service is provided in the manner intended?

• 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:

Lumen

The interior space or cavity of a tubular structure, such as a blood vessel or intestine, through which liquids and substances move.

Semen

The fluid that is ejaculated from the male reproductive system and contains sperm and other substances that aid in fertilization.

Seminal Vesicles

glands in males that secrete fluid that partly composes the semen.

Prostate Gland

A gland in the male reproductive system that surrounds the neck of the bladder and urethra, producing a fluid that is a component of semen.