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:

Representation

The action of speaking or acting on behalf of someone or the state of being so represented, particularly in a legislative or political context.

Minorities

Groups in a population that are smaller in number and often have different ethnic, racial, religious, or cultural characteristics from the majority of the population.

Women

Adult human females.

U.S. Congress

The bicameral legislative body of the federal government of the United States, consisting of the House of Representatives and the Senate.