The Customer Service Representatives at a Call Center Have Been

question 70

Multiple Choice

The customer service representatives at a call center have been asked to handle each call within five minutes. A recent customer survey by the company revealed that customers appreciate it when employees take the time to answer their questions fully and listen to their grievances. What kind of service gap is apparent here?

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

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Definitions:

P(A And B)

The likelihood of both events A and B happening simultaneously.

P(A Or B)

The probability of the occurrence of at least one of two events A or B.

Marital Status

A demographic variable indicating the legal relationship status of an individual, such as single, married, divorced, or widowed.

Mutually Exclusive

A condition where two events cannot both occur at the same time.