Train Service Operators May Think That Customers Want Places to Store

question 24

Multiple Choice

Train service operators may think that customers want places to store bags whereas they actually want a seat in a comfortable, safe environment. This is a good example of:

• A) GAP 3: the gap between service-quality specifications and service delivery.
• B) GAP 1: the gap between the customer's expectations and management perception.
• C) GAP 4: the gap between service delivery and external communications.
• D) GAP 2: the gap between management perception and service-quality specification.

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Definitions:

Human

A member of the species Homo sapiens, characterized by advanced cognitive abilities and society-building behavior.

Social Dominance Orientation

is an attitude characterized by a preference for hierarchy within societies and the domination of lower-status groups by higher-status groups.

Social Order

The organized pattern of social relationships and social institutions that together compose society.

Place

A particular position, point, or area in space; a location.