Gap analysis refers to the differences between:
A) a firm's projected sales and the actual revenue generated for the service.
B) the perceptions of service quality among different age groups of consumers.
C) consumers' expectations about a service and their experiences with it.
D) the tangible and intangible aspects of a service based on dimensions of service quality.
E) the service expectations of organizational buyers and ultimate consumers.
Answer: consumers' expectations about a service and their experiences with it.