A negative gap between $\_\_\_\_\_\_\_\_$ nearly always points to management and employees simply not getting the job done. This could be due to vague performance standards, poor training, or ineffective monitoring by management.

Question $49$ options:

$1)$

actual service quality specifications and actual service delivery

$2)$

management's perception of customer service expectations and actual service quality specifications developed

$3)$

management's perceptions of customer service expectations and actual customer expectations of service

$4)$

actual service delivery and what the firm communicates it delivers

$5)$

perceived service by customers and actual customer expectations of service