Question: 35) A gap in service quality is not the difference between A) customer expectations and management's perceptions of customer expectations B) the service delivery and

35) A gap in service quality is not the difference between A) customer expectations and management's perceptions of customer expectations B) the service delivery and the results that are communicated externally to the customer C) customer expectations and management's perception of the delivered service D) the perceptions of the delivered service that are translated into service quality specifications and the actual service delivery

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