Business, 20.11.2019 01:31, shusemann

Hoffman and bateson use the "gap model" to illustrate discrepancies that can cause problems in service delivery. these same discrepancies can influence customer evaluations of service quality in a negative way. which of the following is not one of the gaps in the gap model?
a. the gap between what customers want and what management thinks they want
b. the gap between what management thinks customers want and the quality specifications that management develops
c. the gap between the service quality specifications and the service that is actually provided
d. the gap between the quality of services customers want and the quality of service they receive
e. the gap between the level of service that is provided by the #1 rated company in the industry and the level of service that is provided by the second best

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Hoffman and bateson use the "gap model" to illustrate discrepancies that can cause problems in servi...