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The gap theory measures    A.levels of satisfaction by comparing the service received to the service that was expected   B.satisfaction or dissatisfaction by measuring the gap between the service a customer received and the service that was expected.    C.service quality by evaluating the level of performance of the service provider and the level of satisfaction with the service encounter   D.service quality by measuring the gap between the service a customer received and the service that was expected.

The gap theory measures    A.levels of satisfaction by comparing the service received to the service that was expected   B.satisfaction or dissatisfaction by measuring the gap between the service a customer received and the service that was expected.    C.service quality by evaluating the level of performance of the service provider and the level of satisfaction with the service encounter   D.service quality by measuring the gap between the service a customer received and the service that was expected.

Practical Management Science
Practical Management Science
6th Edition
ISBN:9781337406659
Author:WINSTON, Wayne L.
Publisher:WINSTON, Wayne L.
Chapter2: Introduction To Spreadsheet Modeling
Section: Chapter Questions
Problem 20P: Julie James is opening a lemonade stand. She believes the fixed cost per week of running the stand...
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The gap theory measures
  
A.levels of satisfaction by comparing the service received to the service that was expected
 
B.satisfaction or dissatisfaction by measuring the gap between the service a customer received and the service that was expected. 
 
C.service quality by evaluating the level of performance of the service provider and the level of satisfaction with the service encounter
 
D.service quality by measuring the gap between the service a customer received and the service that was expected. 
 
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