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 customer's 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 the above

Question

Quizplus · Accepted Answer

Gap 5 occurs between consumers' expectations and the perception of the service they receive. It is the only gap in the model where the customer is directly involved, as opposed to gaps where the organization is responsible for managing and delivering a quality service.

Gap 5 in the Gap Model of Service Quality Is