The Gaps Model Is Designed to Highlight Those Areas Where

question 58

Multiple Choice

The Gaps Model is designed to highlight those areas where

• A) service providers provide the best possible service.
• B) manufacturers are cutting corners on product quality.
• C) customers believe they are getting less or poorer service than they should.
• D) service providers know more than their customers.
• E) delivered service exceeds expected service.

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Definitions:

Kruskal-Wallis Test

A non-parametric method for testing whether samples originate from the same distribution.

One-tail

Refers to a type of statistical test where the critical area of a distribution is one-sided so that it tests for the possibility of the relationship in one direction.

Two-tail

Refers to a type of statistical test that considers both the lower and upper tails of the distribution to determine significance.

Kruskal-Wallis Test

A non-parametric method for testing whether samples originate from the same distribution, used when the ANOVA assumptions are not met.