Economics · Marketing Management
In the Service Quality GAPS Model proposed by Parasuraman et al., Gap 4 refers to the:
Verified Solution4 OptionsUpdated: October 2026👁️1 View
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- 1Difference between management perceptions of customer expectations and service quality specifications
- 2Difference between the service specifications adopted and service quality actually delivered
- 3Difference between the service delivered and the external communications/promises made to the customer✓
- 4Difference between the service level expected by the customer and the service level received by the customer
Correct answer
Difference between the service delivered and the external communications/promises made to the customer
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