The Difference Between What Management Perceives Consumers to Expect and the Quality

question 40

Multiple Choice

The difference between what management perceives consumers to expect and the quality specifications set for service delivery is called the _____ gap.

• A)knowledge
• B)standards
• C)delivery
• D)communications
• E)service

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Definitions:

NSF Check

Stands for Non-Sufficient Funds Check, which is a check that cannot be processed because the writer’s account does not have enough funds.

Outstanding Checks

Checks that have been written and recorded in the issuing account but have not yet been cashed or cleared by the bank.

Checks Outstanding

Checks outstanding refer to checks that have been written and recorded in accounting books but have not yet been cashed or cleared by the bank.

Deposits In Transit

Funds that have been received and recorded by a company but have not yet been recorded by the bank.