Ellen Came Across an Ad for a New Restaurant Which

question 71

Multiple Choice

Ellen came across an ad for a new restaurant which 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:

Judiciousness

The quality of having or showing good judgment; the act of being judicious.

Interpretation

The act of explaining the meaning of something, such as a text, behavior, or event, often involving personal insight.

Problematically Vague

Descriptive of language or terms that are unclear, imprecise, and can lead to misunderstanding or confusion.

Unclear Boundaries

Situations or issues that lack precise limits or definitions, making them difficult to categorize or understand fully.