The gap theory measures
A) levels of satisfaction by comparing the service received to the service that was expected
B) satisfaction or dissatisfaction by measuring the gap between the service a customer received and the service that was expected.
C) service quality by evaluating the level of performance of the service provider and the level of satisfaction with the service encounter
D) service quality by measuring the gap between the service a customer received and the service that was expected.
Correct Answer:
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