In the Service Quality Gap Model, GAP 1 Arises Because

question 5

True/False

In the service quality gap model, GAP 1 arises because of the management's lack of understanding about how customers formulate their expectations.

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Definitions:

Complexity

The state of having multiple interconnected parts, which can make understanding or solving problems more difficult.

Impact

The significant or lasting effect that something, particularly a significant change, has on a situation, process, or state.

Assessing Change

The process of evaluating or determining the extent, significance, or effects of alterations in a given situation or environment.

Measurable Outcomes

Specific, quantifiable results that can be used to evaluate the success or impact of an activity or project.