Gap 5 in the Gap Model of Service Quality Is

question 19

Multiple Choice

Gap 5 in the Gap Model of Service Quality is unique in that it is the only gap that occurs _______________.

• A)Between management's and customers' expectations
• B)Between consumers' expectations and the perception of the service they receive
• C)Without research to back it up
• D)In small businesses but not in larger ones
• E)None of these

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Definitions:

Freudian View

A perspective based on the theories of Sigmund Freud, which emphasizes unconscious processes and sexual drives in human behavior and development.

Emotional Upheaval

A state of intense emotional disturbance or turmoil, often resulting from significant life events or changes.

Biological Maturation

The natural process of physical and psychological growth and development, governed by genetic and environmental factors.

Storm And Stress

A term used to describe the tumultuous period of adolescence marked by conflicts with parents, mood disruptions, and risk behaviors.