Which of the Following Is an Example of a Gap

question 120

Multiple Choice

Which of the following is an example of a gap between service delivery and external communications?

• A) The employees at GBL have been asked to take time to listen to customers, but they must serve them fast as well.
• B) Amanda chose to shop at Alison's Fashions because the store's website offered on-the-spot alterations. However, when she did buy a dress, she had to wait a week to get it altered.
• C) Customers at LUX appreciate the personalized services the salespeople offer, but do not like the store design.
• D) Clearwater Spa attendants are well-trained in massage therapy and the services they offer, but customers rarely return because they don't like the attendants' impersonal service.
• E) When sales dropped, Styx modernized its stores in order to retain customers, but didn't realize that the product quality was the main problem.

---

Definitions:

Big Five Personality Factors

A model describing human personality through five broad dimensions: openness, conscientiousness, extraversion, agreeableness, and neuroticism.

Self-Serving Bias

is a cognitive bias where individuals attribute positive outcomes to their own actions and negative outcomes to external factors.

Insecurity

Feelings of uncertainty or anxiety about oneself; a lack of confidence or assurance in one's abilities or worth.

Trait Theory

The view that personality is made up of a number of key characteristics or traits that are relatively stable over time and influence behavior.