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:

Operating Leverage

A measure of how revenue growth translates into growth in operating income due to fixed versus variable costs in business operations.

Capital-Intensive

A business process or industry that requires large amounts of money to produce goods or services, often due to high costs of machinery and equipment.

Machinery

Physical devices or equipment designed to perform specific tasks in industrial or commercial settings, often part of the fixed assets of a business.