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:

Observability

The degree to which the results or effects of an innovation or product can be seen and understood by others.

Involved Experienced Customer

Refers to consumers who have a high level of engagement and familiarity with a product, service, or brand.

Marketplace

A venue (physical or digital) where buyers and sellers come together to exchange goods, services, or information.

Dynamically Continuous Innovation

Innovation that represents a significant change to an existing product or process but does not entirely disrupt consumer habits and behaviors.