First Community Bank Spent a Considerable Amount of Money Updating

question 92

Multiple Choice

First Community Bank spent a considerable amount of money updating its lobby with plush sofas,a large-screen television,and a refreshment counter with popcorn and soft drinks.However,very few customers spend time in the lobby.In fact,most customers want to be in and out of the bank,with their financial transaction completed as quickly as possible.The gap model of service quality would suggest that a gap exists between:

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

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Definitions:

Logistics

The detailed organization and implementation of a complex operation, often referring to the commercial transportation and coordination of goods.

General Report

A broad document detailing the overall status, performance, or findings concerning a specific subject or period.

Original Goals

The initial objectives or aims that were established at the beginning of a project or activity, serving as the foundational targets for the work.

Contracting Plan

A comprehensive document that outlines the strategy for procuring services, goods, and works necessary for completing a project.