According to Parasuraman, Zeithaml, and Berry, the fifth "gap" in their service-quality model is the gap between
A) perceived service and expected service.
B) consumer expectation and management perception.
C) service delivery and external communications.
D) management perception and service-quality specification.
E) service-quality specifications and service delivery.
Correct Answer:
Verified
Q40: Ben Makama has switched his dry cleaning
Q41: Which of the determinants of service quality
Q42: One study estimated that one-third of all
Q43: Top service companies are "customer obsessed." They
Q44: A service company can differentiate itself on
Q46: Top firms audit service performance, both their
Q47: When initiating self-service technologies, some companies have
Q48: According to Parasuraman, Zeithaml, and Berry, the
Q49: Not all SSTs improve service quality, but
Q50: You were disappointed in the way your
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