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.

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Definitions:

Perceiving Distance

The cognitive process of determining the distance from oneself to an object or place, often involving visual and auditory cues.

Retinal Disparity

The slight difference in images processed by each eye, which contributes to depth perception and the ability to see the world in three dimensions.

Shape Constancy

The perceptual phenomenon where the perceived shape of an object remains constant despite changes in the viewing angle or distance.

Retinal Image

The image projected onto the retina, which is the light-sensitive layer at the back of the eye.