The basis of the Gap model of Service Quality is the ________.
A. improvisation of the face-to-face time between customer and service provider, often called the moment of truth
B. recognition of suitable techniques for resource management to achieve better service quality
C. elimination of gap between an organization's and its employees' perceptions of the customer experience
D. examination of the differences between the objectives of management and employees
E. identification and measurement of differences in five key areas of the service delivery process
Answer: E
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