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)Management's mismanagement of resources to achieve better service quality
D)Misunderstandings between the provider of the service and the customer's experience of the service
E)None of these

Question

Quizplus · Accepted Answer

The gap model is a visual tool used in the measurement of service quality that identifies and measures the differences between consumer and marketer perceptions of a provided service.

In Services Marketing There Is a Gap Model of Service