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:

Lessor

The owner of an asset who leases it to another party, known as the lessee, under a lease agreement.

Lessee

An individual or entity that leases an asset from another, the lessor, under the terms of a lease agreement.