A Service Firm Communicating Exactly What the Customer Can Expect

question 55

Multiple Choice

A service firm communicating exactly what the customer can expect and what will happen if the company does not deliver on its promises will eliminate the gap between .

• A)consumer expectations and management perceptions
• B)service quality standards and consumer expectations
• C)needed service and expected service
• D)established quality standards and service delivery
• E)established delivery standards and management perceptions

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Definitions:

Cleft Palate

A congenital deformity resulting in an opening or split in the roof of the mouth, affecting speech, eating, and sometimes hearing.

Neural Crest Cells

Embryonic cells that can migrate and form a wide variety of cell types, including neurons, glial cells, and smooth muscle cells.

Adrenal Glands

Small glands located on top of each kidney, responsible for producing hormones that help regulate metabolism, immune system, blood pressure, response to stress, and other essential functions.

Anterior Pituitary

The front part of the pituitary gland that produces and releases hormones affecting growth, metabolism, and reproduction.