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

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Definitions:

Pageant Hobby

The activity of participating in or following beauty pageants and similar contests, either for personal enjoyment or as a competitive pursuit.

Glitz Pageants

Beauty contests that emphasize extravagant costumes, makeup, and presentation, often involving young children.

Mathematical Reasoning

The aspect of mathematics that involves applying logical thinking to solve problems, proving theorems, and deducing conclusions.

SAT Scores

The results from the SAT, a standardized test widely used for college admissions in the United States, measuring reading, writing, and math skills.