All of the Following Are Components of the GAP Model

question 81

Multiple Choice

All of the following are components of the GAP model EXCEPT:

• A) the difference between the customer's expectations and perceptions.
• B) the discrepancy between delighting or pleasing customers and total customer service and satisfaction.
• C) the discrepancy between management's perceptions of what features constitute a target level of quality and the task of translating these perceptions into executable specifications.
• D) the discrepancy between quality specifications documented in operating and training manuals and plans and their implementation.

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Definitions:

John Wesley Powell

An American explorer, geologist, and ethnologist, best known for his pioneering expeditions down the Green and Colorado Rivers and through the Grand Canyon.

Sitting Bull

A Native American leader of the Hunkpapa Lakota Sioux tribe who is best remembered for his fierce resistance against United States government policies and his role in the Battle of Little Bighorn.

Big Bill Haywood

A prominent figure in the American labor movement, co-founder of the Industrial Workers of the World, and advocate for workers' rights in the early 20th century.

Omaha Platform

The political agenda adopted by the Populist Party in the United States in 1892, focusing on issues like the direct election of Senators and currency reform.