A Gap in Service Quality Is Not the Difference Between

question 19

Multiple Choice

A gap in service quality is not the difference between ________.

• A) customer expectations and management's perceptions of customer expectations
• B) the service delivery and the results that are communicated externally to the customer
• C) customer expectations and management's perception of the delivered service
• D) the perceptions of the delivered service that are translated into service quality specifications and the actual service delivery

Understand the impact of technology on productivity, convenience, safety, and security in daily life.

Identify and describe the role of technology in creating intelligent work and learning environments.

Recognize the application and benefits of AI and IoT technologies in various scenarios.

Comprehend the significance of technological advancements, such as the microprocessor, in computing history.

---

Definitions:

Reality Principle

A concept in psychoanalytic theory referring to the ability of the mind to assess the external world and act upon it accordingly, as opposed to acting on the pleasure principle.

Ego

In psychology, a part of the mind that mediates between the conscious and the unconscious and is responsible for reality testing and a sense of personal identity.

Personality Test

A questionnaire or other standardized instrument designed to reveal aspects of an individual's character or psychological makeup.

Horney's Theory

A psychoanalytic approach developed by Karen Horney, focusing on social and cultural factors influencing personality, emphasizing the concept of basic anxiety.