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:

Amortized

Relates to spreading payments over multiple periods to gradually eliminate a liability or loan, incorporating both principal and interest components.

Compounded Semiannually

The calculation of interest where the interest earned over a period is added to the principal, and the process is repeated twice a year.

Gross Debt Service Ratio

A financial ratio that compares an individual's monthly housing costs (including mortgage payments, property taxes, and utilities) to their gross monthly income, used by lenders to assess borrowing capacity.

Gross Monthly Income

The total amount of income earned in a month before taxes and deductions.