Which of the Following Is an Example of a Gap

question 48

Multiple Choice

Which of the following is an example of a gap between management perception and the service-quality specifications?

• A) The college brochure showed state-of-the-art classrooms, but when the visitors walked in, they saw peeling walls and dull lighting.
• B) A nurse visits a patient to show care, but the patient interprets this as an indication that something is very wrong.
• C) The hotel administrators think that guests want better food, but guests are more concerned with the courtesy of the waiters.
• D) A service center manager has asked his subordinates to provide fast service, but has not specified a time for the service to be performed.
• E) Customer service representatives are asked to give ample time to each customer, but must serve a minimum of 50 customers a day.

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Definitions:

Voting

The act of making a choice among options or deciding in an election or poll, typically done secretly.

Discussion to Consensus

A method of decision-making where group members engage in discussions until a unanimous agreement is reached or a general consensus is formed.

Commission

A payment or reward given for completing a service or achieving a goal, often calculated as a percentage of the sales or transactions made.

Omission

The act of leaving out or excluding something, either intentionally or unintentionally.