In Services Marketing There Is a Gap Model of Service

question 33

Multiple Choice

In services marketing there is a Gap Model of Service Quality.The Gap refers to __________.

• A) Distance between the understanding of management and employees
• B) Employees perception of the customer experience
• C) Managements mismanagement of resources to achieve better service quality
• D) Misunderstandings between the provider of the service and the customers experience of the service
• E) None of the above

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Definitions:

Attitude

An inclination of the mind demonstrated through appraising a certain entity with a measure of approval or disapproval.

Theory of Planned Behaviour

A psychological theory that predicts an individual's intention to engage in a behavior at a specific time and place.

Sporting Attitude

An approach or mindset that embraces fairness, respect, and adherence to rules within competitive activities.

Attitudes

Psychological tendencies expressed by evaluating a particular entity with some degree of favor or disfavor.