Which of the Following Is an Example of a Gap

question 120

Multiple Choice

Which of the following is an example of a gap between service delivery and external communications?

• A) The employees at GBL have been asked to take time to listen to customers, but they must serve them fast as well.
• B) Amanda chose to shop at Alison's Fashions because the store's website offered on-the-spot alterations. However, when she did buy a dress, she had to wait a week to get it altered.
• C) Customers at LUX appreciate the personalized services the salespeople offer, but do not like the store design.
• D) Clearwater Spa attendants are well-trained in massage therapy and the services they offer, but customers rarely return because they don't like the attendants' impersonal service.
• E) When sales dropped, Styx modernized its stores in order to retain customers, but didn't realize that the product quality was the main problem.

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Definitions:

Descriptive

Pertaining to the act of describing or giving an account of something, without imposing a judgment or interpretation.

Significant Others

Individuals who have a major impact on one's life and well-being, often including but not limited to romantic partners, close family members, and best friends.

Relatives

are people who are connected to an individual by blood or marriage, encompassing a wide range of familial relationships like parents, siblings, cousins, and in-laws.

Exosystem

A socio-ecological model layer affecting a person indirectly, involving contexts or settings that do not include the person but still influence their experiences.