The Central Focus of the Gaps Model of Service Quality

question 10

Multiple Choice

The central focus of the gaps model of service quality is the:

• A) Constant need to provide value for dollars spent
• B) Four dimensions of service
• C) Difference between customer expectations and perceptions
• D) Temptation to handle services as if they were tangibles
• E) Customer-employee-supplier triumvirate

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Definitions:

Net Operating Income

A measure of a company's profitability, calculated by subtracting operating expenses from operating income.

Contribution Format

A type of income statement format that separates variable costs from fixed costs to highlight the contribution margin.

Break-even Point

The financial point at which total revenue exactly matches total costs; neither profit nor loss is realized.

Dollar Sales

The total revenue generated from the sale of goods or services, expressed in monetary units.