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.

---

Definitions:

Lessee's Standpoint

A perspective focusing on the rights, obligations, and financial impacts on the individual or entity that leases an asset from another.

Unleveraged Lease

A lease agreement where the lessee does not increase their leverage ratio by adding debt to finance the lease.

Legal Owners

Individuals or entities that hold legal title to an asset or property.

CCA

Capital Cost Allowance, a tax deduction in Canada that represents depreciation for capital assets.