Ellen Came Across an Ad for a New Restaurant That

question 73

Multiple Choice

Ellen came across an ad for a new restaurant that promised authentic French cuisine. When she ate there, however, she was disappointed to find that the food was mediocre and not very authentic. Which of the following gaps of service performance does this demonstrate?

• A) gap between service-quality specifications and service delivery
• B) gap between perceived service and expected service
• C) gap between service delivery and external communications
• D) gap between consumer expectation and management perception
• E) gap between management perception and service-quality specification

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Definitions:

Motivation

The internal and external factors that stimulate people to take actions that lead to achieving a goal.

Transactional Leaders

focus on the exchanges that occur between leaders and their followers, often emphasizing clear structures, rewards, and penalties.

Change Agents

Individuals or entities that act as catalysts for change within an organization, facilitating and implementing different strategies to ensure successful transformations.

Reward Systems

Mechanisms or programs designed to motivate and compensate employees through various forms of payment, recognition, or benefits.