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:

Symbolic Interactionism

A sociological perspective focusing on the symbolic meaning that people develop and rely upon in the process of social interaction.

Functionalism

A theoretical perspective in sociology and anthropology that sees society as a complex system whose parts work together to promote solidarity and stability.

Conflict Theory

A sociological perspective that views social life as a competition, and focuses on the distribution of resources, power, and inequality.

Shared Understanding

The common knowledge or consensus among members of a group, society, or organization regarding beliefs, practices, norms, or values.