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

Understand the concept of subjective experience in decision-making and problem-solving.

Recognize the influence of cultural heritage and environmental factors on behavior.

Identify and analyze different decision-making strategies.

Comprehend the impact of cognitive biases and heuristics on decision-making.

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Definitions:

Repeatedly Assessed

Subjected to evaluation or examination multiple times to ensure consistency, accuracy, or improvement over a period.

Survey Research

A research method involving the collection of data from a predetermined group of respondents to gather information and insights on various subjects.

Large Group

a gathering of people, typically more than 20, brought together for a common purpose or activity.

Development

The process of growth and change that occurs within an organism or organization over time, encompassing physical, cognitive, and social aspects.