A Customer Service Person Comes 3 Hours Late to Service

question 32

Multiple Choice

A customer service person comes 3 hours late to service your computer.Which of the following gaps best describe this situation?

• A)the gap between customers' expectations and management perceptions
• B)the gap between management's perception and service quality specifications
• C)the gap between service quality specifications and service delivery
• D)the gap between service delivery and external communications

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Definitions:

Increase

A rise in quantity, size, amount, or degree of something.

Decrease

A reduction in size, number, value, or extent of something.

Work and Family Demands

The pressures and obligations from both one's professional life and personal family responsibilities, often highlighting the challenge of balancing the two.

Civic Responsibilities

Responsibilities of citizens in a society, which include obeying laws, voting, participating in civic life, and contributing to the community.