The Gap Between Management Perceptions and Service Quality Specifications Occurs

question 20

Multiple Choice

The gap between management perceptions and service quality specifications occurs when:

• A)A firm's policies concerning customer service are unclear or haphazardly enforced.
• B)A firm does not have an accurate understanding of service evaluation by customers.
• C)A firm's marketing communications causes unrealistically high expectations in customers.
• D)A firm fails to give its employees adequate reward structures for good performance.