Which of the Following Is an Example of a Gap

question 48

Multiple Choice

Which of the following is an example of a gap between management perception and the service-quality specifications?

• A) The college brochure showed state-of-the-art classrooms, but when the visitors walked in, they saw peeling walls and dull lighting.
• B) A nurse visits a patient to show care, but the patient interprets this as an indication that something is very wrong.
• C) The hotel administrators think that guests want better food, but guests are more concerned with the courtesy of the waiters.
• D) A service center manager has asked his subordinates to provide fast service, but has not specified a time for the service to be performed.
• E) Customer service representatives are asked to give ample time to each customer, but must serve a minimum of 50 customers a day.

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Definitions:

Task Significance

The degree to which a job has a substantial impact on the lives of other people or is perceived as important.

Job Characteristics Model

A theory that suggests job satisfaction is influenced by job characteristics such as skill variety, task identity, task significance, autonomy, and feedback.

Job Enrichment

The process of making a job more satisfying and engaging by adding more meaningful tasks and giving employees more control over their work.

Job Breadth

The range and variety of tasks, duties, and responsibilities that a job encompasses.