Gap 5 in the Gap Model of Service Quality Is

question 2

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 customer's 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 the above

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Definitions:

Time Schedule

An organized plan specifying when tasks or events are expected to take place.

Hybrid Strategies

Business methods that combine elements of both cost leadership and differentiation strategies to achieve competitive advantage.

Differentiation

The process of distinguishing a product or brand from its competitors through unique characteristics, aiming to create a perceived value to encourage customer preference.

Cost Leadership

A business strategy focused on becoming the lowest cost producer in an industry to offer products or services at the most competitive price.