When Aaron went to his doctor for his annual checkup, he was asked to undergo a number of tests. Although the doctor assured Aaron that the tests were routine, Aaron thinks that the doctor is hiding a grave problem from him. What kind of a gap is apparent here?
A) gap between perceived service and expected service
B) gap between service delivery and external communications
C) gap between service-quality specifications and service delivery
D) gap between management perception and service-quality specification
E) gap between consumer expectation and management perception

Question

Quizplus · Accepted Answer

The gap between perceived service and expected service is apparent here because Aaron expected a routine checkup but perceived the additional tests as indicative of a serious, undisclosed problem.

When Aaron Went to His Doctor for His Annual Checkup