Word, Zanna, and Cooper Had White Men Interview Both White

question 25

Multiple Choice

Word, Zanna, and Cooper had White men interview both White and Black job applicants. When the applicant was Black, the interviewers ______________ than when the applicant was White.

• A) ended the interview sooner
• B) sat farther away from the applicant
• C) made more speech errors
• D) all of these choices.

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Definitions:

Customer Expectations

The set of beliefs or standards that consumers hold regarding the anticipated quality and service of a product or service before purchase.

Service Quality Gaps

Discrepancies between customers' expectations of service and their actual experiences, typically indicating areas needing improvement.

Service Gap(s)

Discrepancies between customer expectations for service performance and the actual service provided, resulting in customer satisfaction issues.

Low Tech

Technologies or products that are characterized by simplicity and lack of advanced features, often appealing due to their ease of use and reliability.