The central focus of the gaps model of service quality is the:
A) Constant need to provide value for dollars spent
B) Four dimensions of service
C) Difference between customer expectations and perceptions
D) Temptation to handle services as if they were tangibles
E) Customer-employee-supplier triumvirate

Question

Quizplus · Accepted Answer

The gaps model of service quality focuses on identifying the gaps between customer expectations and perceptions. It aims to help service providers understand where these gaps exist and take steps to close them in order to improve overall service quality. The four dimensions of service (reliability, tangibles, responsiveness, and empathy), value for dollars spent, temptation to handle services as if they were tangibles, and the customer-employee-supplier triumvirate are all related concepts but not the central focus of the gaps model.

The Central Focus of the Gaps Model of Service Quality