Question: 2. Which Gap in SERVQUAL is the knowledge Gap, where there is a big difference between customer expectations of the service and company provision of

2. Which Gap in SERVQUAL is the knowledge Gap, where there is a big difference between customer expectations of the service and company provision of that service? a. Gap 1 b. Gap 2 C. Gap 3 d. Gap 4

Step by Step Solution

There are 3 Steps involved in it

1 Expert Approved Answer

Step: 1 Unlock blur-text-image

Question Has Been Solved by an Expert!

Get step-by-step solutions from verified subject matter experts

Step: 2 Unlock

Step: 3 Unlock

Students Have Also Explored These Related General Management Questions!

THEME : CUSTOMER FOCUS CASE STUDY : SERVICE QUALITY, CUSTOMER SATISFACTION AND BEHAVIOUR INTENTIONS. EVIDENCE FROM THE CHINA'S TELECOMMUNICATION INDUSTRY BY YONGGUI WANG AND HING PO-LO QUESTION :...

THEME : CUSTOMER FOCUS Service Quality, Customer Satisfaction, and Behavior Intentions: Evidence from Chinas Telecommunication Industry CASE STUDY : SERVICE QUALITY, CUSTOMER SATISFACTION AND...

The"breakout of the coronavirus disease in 2019 (COVID-19) was first reported in Wuhan, the capital of Hubei Provincein China (Zhu, Zhang, Wang, Yang, Song et al ., 2019; Bedford, Gerry, Hatch,...

Managing Service Quality: An International Journal Service quality in automated teller machines: an empirical investigation Bedman Narteh Article information: Downloaded by QATAR UNIVERSITY At 22:38...

The Gaps Model of Service Quality The Customer Gap is created when customer realized there is a difference in expected service and service they received what is good service? Its service that exceeds...

The Provider gap that is the difference between customer expectations of service and company understanding of those expectations. Multiple Choice Gap 2 ( The service design and standards gap ) Gap 4...

Provider is the difference between customer expectations of service and company understanding of those expectations. Gap 2 ( The Service Design and Standards Gap ) Gap 4 ( The Communication Gap ) Gap...

3. If you were the manager of a service organization and wanted to apply the gaps model to improve service, which gap would you start with? Why? In what order would you proceed to close the gaps? The...

In the context of the Gap Model, what is the Perception Gap? The difference between customer expectations and management's perception The disparity between management's perception of customer...

In the context of the Gap Model, what is the Perception Gap? The difference between customer expectations and management's perception The discrepancy between service quality specifications and the...

a. Describe some ways that DNA viruses can become oncogenic. b. Why is isolating a virus from a tumor not indicative of its role in disease? c. What important indicators could verify that various...

Chemco, Inc., manufactures two products out of a joint process: Compod and Ultrasene. The joint costs incurred are $750,000 for a standard production run that generates 120,000 gallons of Compod and...

A firm's discount rate ( WACC ) is 1 0 % . It is contemplating a project that will provide an internal rate of return ( IRR ) of 4 % . It should reject the project as the IRR is greater than its WACC...

When older adults have difficulty with transportation and communication, or may be reluctant to request needed assistance to which they are entitled, they may be in need of: Group of answer choices...