All of the following are components of the GAP model except
A)The discrepancy between delighting or pleasing customers and total customer service and satisfaction
B)The discrepancy between management's perceptions of what features constitute a target level of quality and the task of translating these perceptions into executable specifications
C)The discrepancy between quality specifications documented in operating and training manuals and plans and their implementation
D)The difference between the customer's expectations and perceptions

Question

Quizplus · Accepted Answer

The GAP model focuses on gaps related to service quality, including management perceptions, specifications, and customer expectations versus perceptions. Delighting customers is not a specific gap in the model.

All of the Following Are Components of the GAP Model