If a Customer Expects to Wait Three Hours for an Auto

question 33

Multiple Choice

If a customer expects to wait three hours for an auto repair but the repair is finished just one hour later,the customer's evaluation of service quality will be high.However,a two day wait would result in a lower evaluation.The two day wait would illustrate a gap between:

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

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Definitions:

Malate

A substance found in many fruits and vegetables, serving as an intermediate in the citric acid cycle within cellular metabolism.

Vacuoles

Membrane-bound compartments within a cell that serve various functions such as storing nutrients or waste products.

Thylakoid Lumen

The internal space enclosed by the thylakoid membrane within the chloroplasts, where the light-dependent reactions of photosynthesis take place.

Grana

Stacked membranous structures within chloroplasts that contain chlorophyll, where the light-dependent reactions of photosynthesis occur.