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)Without research to back it up
D)In small businesses but not in larger ones
E)None of these

Question

Quizplus · Accepted Answer

Gap 5 represents the core issue of expectations versus perceptions and is the only gap that occurs exclusively in the customer's space. This is the gap between the service a customer expects to receive and the customer's perceptions of the level of service actually received.

Gap 5 in the Gap Model of Service Quality Is