According to Parasuraman, Zeithaml, and Berry, the first "gap" in their service-quality model is the gap between
A) consumer expectation and management perception.
B) service-quality specifications and service delivery.
C) management perception and service-quality specification.
D) perceived service and expected service.
E) service delivery and external communications.

Question

Quizplus · Accepted Answer

The first gap in the service-quality model proposed by Parasuraman, Zeithaml, and Berry is between consumer expectation and management perception. This gap highlights the difference between what customers expect and what management believes those expectations are.

According to Parasuraman, Zeithaml, and Berry, the First "Gap" in Their