Which of the following statements best defines the gap model?
a. It is the model identifying areas that can cause problems in service delivery and influence customer evaluations of service quality.
b. It is the model that categorizes a firm's product offerings into four groups based on their market share and the growth rate of that market.
c. It is the plan implemented by a company to generate revenue and earn profits from operations.
d. It is the business analysis model that identifies common stages in the life of commercial products.
Answer: a. It is the model identifying areas that can cause problems in service delivery and influence customer evaluations of service quality.