Which of the Following Is an Example of a Gap

question 31

Multiple Choice

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

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

Social Dominance Orientation (SDO)

A personality trait that predicts individuals' support for social hierarchy and the extent to which they desire their in-group to dominate and be superior to out-groups.

Group-Level Competition

The competitive interactions that occur between distinct groups or teams, often to achieve superiority or a specific outcome.

Relative Gain

A concept in international relations that refers to the comparative advantage one party achieves over another, especially in cooperative or competitive scenarios.

Might Makes Right

A principle suggesting that those who are powerful or have the ability to enforce their will can define what is considered morally right or acceptable.