Which Gap in the Gap Model of Service Quality Fundamentally

question 11

Multiple Choice

Which gap in the Gap Model of Service Quality fundamentally represents customer expectations management through marketing communications?

• 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 promises it delivers
• E) Gap 5: perceived service by customers versus actual customer expectations of service

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Definitions:

High Quality Decisions

Decisions that are well-informed, thoroughly analyzed, and likely to lead to positive outcomes due to the consideration of all relevant information and perspectives.

Simple Method

An uncomplicated and straightforward approach or technique to accomplish a task.

Minority Opinions

Views or judgments that are held by a smaller segment of a group, differing from the consensus or majority standpoint.

Synectics

A problem-solving methodology that stimulates thought processes of which the participants are usually unaware, often used in group settings to foster creativity.