The Customer Service Representatives at a Call Center Have Been

question 14

Multiple Choice

The customer service representatives at a call center have been asked to handle each call in not more than five minutes. A recent customer survey by the company revealed that customers appreciate it when employees take the time to answer their questions fully and listen to their grievances. What kind of service gap is apparent here?

• A) gap between perceived service and expected service
• B) gap between service delivery and external communications
• C) gap between service-quality specifications and service delivery
• D) gap between management perception and service-quality specification
• E) gap between consumer expectation and management perception

---

Definitions:

Northern Mexico

A geographical region of Mexico, often characterized by its vast deserts, maquiladoras (manufacturing plants), and proximity to the United States border.

Electronics Firms

Companies that specialize in designing, manufacturing, selling, or distributing electronic devices and components.

NAFTA

The North American Free Trade Agreement, a treaty between Canada, Mexico, and the United States that eliminated most tariffs and trade barriers between the countries.

Country Success Factors

The critical elements or conditions that contribute to the economic, social, and political success of a country.