In the service quality gap model, GAP 1 arises because of the management's lack of understanding about how customers formulate their expectations.
Correct Answer:
Verified
Q1: The term "producer's risk" refers to the
Q3: Being meaningful and easy to invoke are
Q4: Serving complimentary drinks on a delayed flight
Q5: The most important function of SERVQUAL is
Q6: The average business hears only from 10
Q7: Managing evidence of information is the key
Q8: Severity of failure, speed of recovery, service
Q9: The systematic-response approach to service recovery uses
Q10: Fixing service-process problems before they affect the
Q11: The walk-through audit (WtA) focuses on the
Unlock this Answer For Free Now!
View this answer and more for free by performing one of the following actions
Scan the QR code to install the App and get 2 free unlocks
Unlock quizzes for free by uploading documents