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

Question

Quizplus · Accepted Answer

The second gap in the Parasuraman, Zeithaml, and Berry service-quality model is between management perception and service-quality specification. This gap highlights the difference between what management believes about the customer's expectations and the actual standards they set for service delivery.

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