The basis of the Gap model of Service Quality is the ________.
A) examination of the differences between the objectives of management and employees
B) elimination of gap between an organization's and its employees' perceptions of the customer experience
C) recognition of suitable techniques for resource management to achieve better service quality
D) identification and measurement of differences in five key areas of the service delivery process
E) improvisation of the face-to-face time between customer and service provider, often called the moment of truth

Question

Quizplus · Accepted Answer

The Gap model of Service Quality is based on identifying and measuring differences in five key areas of the service delivery process. These areas include customer expectations, management perceptions of customer expectations, service delivery, communication between customers and employees, and service quality specifications. By identifying and addressing gaps in each of these areas, organizations can improve their overall service quality.

The Basis of the Gap Model of Service Quality Is