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:

Decimal Places

The amount of digits found following the decimal point in a numerical value.

Experimental Growth Model

A theoretical construct that uses empirical data to model how quantities grow over time, often nonlinearly.

Population

The entire group of individuals or items that is the subject of a statistical study.

Compounded Monthly

Refers to the process of applying interest to a principal sum so that each month's interest earnings also earn interest in subsequent months.