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

Question

Quizplus · Accepted Answer

The fourth gap in the service-quality model by Parasuraman, Zeithaml, and Berry is the gap between service delivery and external communications, which refers to the discrepancies between what is communicated to customers and what is actually delivered.

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