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Gap 5 in the Gap Model of Service Quality is unique in that it is the only gap that occurs Multiple Choice between management's and
Gap 5 in the Gap Model of Service Quality is unique in that it is the only gap that occurs
Multiple Choice
- between management's and customers' expectations.
- exclusively in the customer's space.
- actual service quality specifications and actual service delivery.
- in small businesses but not in larger ones.
- actual service delivery and what a firm promises to deliver.
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Marketing The Core
Authors: Roger A. Kerin, Steven W. Hartley, William Rudelius
5th edition
9780077517083, 78028922, 77517083, 978-0078028922
