Question: A gap in service quality is not the difference between _ _ _ _ _ _ the perceptions of the delivered service that are translated

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

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