the Internal Communications gap is the difference between the company’s promotion and sales personnel thinking of the product’s attributes, performance, and __________ quality level and what the company can achieve.

Perception Gap is the difference between what is performed and what __________ feel they have received because they cannot accurately judge service quality.

From a_________ point of view, customer service is considered very much part of the product.

"It is not the strongest species that survive, nor the most intelligent, but the ones most receptive to __________ ," wrote Charles Darwin.

Valarie Zeithaml, A. Parasuraman, and _____________ Berry distinguished four possible gaps inside the service organization