Gap 5 in the Gap Model of Service Quality is unique in that it is the only gap that occurs ________.
A) between management's and customers' expectations
B) between consumers' expectations and the perception of the service they receive
C) actual service quality specifications and actual service delivery
D) in small businesses but not in larger ones
E) actual service delivery and what a firm promises to deliver

Question

Quizplus · Accepted Answer

Gap 5 in the Gap Model of Service Quality is unique because it occurs between consumers' expectations and their perceptions of the service they receive, essentially capturing the difference between what customers expect and what they perceive they have received.

Gap 5 in the Gap Model of Service Quality Is