Which gap in the Gap Model of Service Quality fundamentally represents customer expectations management through marketing communications?
A) Gap 1: management's perceptions of customer service expectations versus actual customer expectations of service
B) Gap 2: management's perceptions of customer service expectations versus the actual service quality specifications developed
C) Gap 3: actual service quality specifications versus actual service delivery
D) Gap 4: actual service delivery versus what the firm promises it delivers
E) Gap 5: perceived service by customers versus actual customer expectations of service

Question

Quizplus · Accepted Answer

Gap 4 addresses the difference between the service promised by a company in its marketing communications and what is actually delivered, highlighting the importance of managing customer expectations through accurate and realistic marketing messages.

Which Gap in the Gap Model of Service Quality Fundamentally