When the Lawn Service Firm Advertises, "We Can Handle All

question 83

Multiple Choice

When the lawn service firm advertises, "We can handle all your lawn needs in one stop" and then requires three or four visits to satisfy you, this is an example of which one of the "gaps" of service performance?

• A) between management perception and service-quality specification
• B) between expected service and perceived service
• C) between service delivery and external communications
• D) between service delivery and translation of perceptions
• E) between management's perception and consumers expectations

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Definitions:

Segment Consumer Markets

The process of dividing a consumer market into distinguishable groups of customers with similar needs or characteristics.

Bases

In marketing, identified segments of the broader market grouped by shared characteristics or needs to target products or strategies effectively.

Perceptual Map

A visual tool used in marketing to display how target customers perceive a brand or product in comparison to competitors.

Types of Data

Various forms of data including qualitative, quantitative, primary, secondary, big data, and more, each with specific characteristics and uses in research and analysis.