Question

in the gap model, gap 2 is between management perception of customer needs and the actual specification of how those needs are to be met. this can be achieved by

Answer 1

The central focus of the gaps model of service quality is the difference between customer expectations and perceptions Option C.

The central focus of the gaps model of service quality is the difference between customer expectations and perceptions.

The gaps model of service quality is a framework that identifies the gaps between what customers expect from a service and their perception of the actual service delivered. The central focus of this model is to understand and close the gaps that exist between customer expectations and perceptions.

For example, if a customer expects a fast and efficient service at a restaurant, but their perception is that the service was slow and the food was not up to par, there is a gap between their expectations and perceptions. By identifying and addressing these gaps, businesses can improve their service quality and meet or exceed customer expectations.

Complete Question

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