The Central Focus of the Gaps Model of Service Quality

question 40

True/False

The central focus of the gaps model of service quality is to close the gap between customer expectations and perceptions.

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Definitions:

Common Biases

Prejudices or tendencies that influence judgment and decision-making in a non-objective way.

Impressions

The initial thoughts, feelings, or perceptions one forms about another person or entity based on limited information.

Attributing

The process of explaining the cause of behaviors or events, often associating them with particular factors or motives.

Halo Effect

The rating of an individual on one trait or characteristic tends to colour ratings on other traits or characteristics.