If a Customer Expects to Wait Three Hours for an Auto

question 148

Multiple Choice

If a customer expects to wait three hours for an auto repair but is told that the repair is finished just one hour later,the customer's evaluation of service quality will be high.However,a two-day wait would result in a lower evaluation.The two-day wait would illustrate a gap between:

• A) service quality specifications and the service that is actually provided
• B) the service customers receive and the service they want
• C) what the company provides and what the customer is told it provides
• D) what customers want and what management thinks customers want
• E) what management thinks customers want and the quality specifications management develops to provide

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Definitions:

Exports

Commodities or services sent overseas for the objective of being sold or traded.

Opportunity Cost

The cost of an alternative that must be foregone in order to pursue a certain action. Essentially, the benefits you could have received by taking an alternative action.

Value of the Dollar

An expression of the dollar's strength, usually compared against other currencies, which determines the buying power of the dollar in international markets.

Euro

Used by 19 of the 27 EU member states, this is the sanctioned currency of the Eurozone.