In services marketing there is a Gap Model of Service Quality.The Gap refers to __________.
A) Distance between the understanding of management and employees
B) Employees perception of the customer experience
C) Managements mismanagement of resources to achieve better service quality
D) Misunderstandings between the provider of the service and the customers experience of the service
E) None of the above

Question

Quizplus · Accepted Answer

The Gap Model of Service Quality suggests that there are gaps or discrepancies that occur between the provider of the service and the customer's experience of the service. This can be due to misunderstandings or differences in perception between the two parties. The other options may contribute to this gap, but they are not the primary focus of the Gap Model.

In Services Marketing There Is a Gap Model of Service