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Question

What is the gap model used by service marketeers for?

a.

To illustrate how to create a gap between perceived and expected service

b.

To show the difference between perceived and expected service quality

c.

To suggest ways to reduce the quality of service delivered

d.

None of the above

Posted under Software Maintenance Software Engineering

Answer: (b).To show the difference between perceived and expected service quality Explanation:The gap model is used to illustrate how differences between perceived service delivery and expected service may come about.

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