When Dominoes Promises Delivery Within 30 Minutes, but It Actually

question 54

True/False

When Dominoes promises delivery within 30 minutes, but it actually takes 45 minutes, Dominoes is demonstrating gap 1: management's perceptions of customer service expectations versus actual customer expectations of service.

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Definitions:

Factor Analysis

A statistical method used for reducing data complexity by identifying underlying factors that explain the patterns of correlations among variables.

Personality Tests

Assessments designed to measure and evaluate individuals' characteristic patterns of behavior, thought, and emotion.

Traits

Characteristics or qualities that define an individual's personality or biological attributes.

Person-Situation Controversy

A debate within psychology concerning whether behavior is influenced more by personality traits or by situational factors.