General Studies · Service Quality Gaps
'Hospital administration may think that patients want better food, but patients may be more concerned with nurse responsiveness.' The above statement pertains to which one of the following service gaps?
Verified Solution4 OptionsUpdated: October 2026👁️1 View
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- 1Gap between service-quality specifications and service delivery
- 2Gap between service delivery and external communication
- 3Gap between management perception and service-quality specification
- 4Gap between consumer expectation and management perception✓
Correct answer
Gap between consumer expectation and management perception
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