Gap 5 in the Gap Model of Service Quality Is

question 63

Multiple Choice

Gap 5 in the Gap Model of Service Quality is unique in that it is the only gap that occurs ________.

• A) between management's and customers' expectations
• B) between consumers' expectations and the perception of the service they receive
• C) actual service quality specifications and actual service delivery
• D) in small businesses but not in larger ones
• E) actual service delivery and what a firm promises to deliver

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Definitions:

Record Selector Button

A control in database applications that allows users to select individual or multiple records from a list for processing or editing.

Record Deletion Button

An interface element in software applications that allows users to remove records or data entries from a database or system.

Column Heading

The label or name at the top of a column in a table or spreadsheet that describes the content in that column.

Field

A single item of data in a database table, often corresponding to a column in the table.