If a Customer Expects to Wait One Week for a Pair

question 122

Multiple Choice

If a customer expects to wait one week for a pair of shoes to be mended but is told that the shoes are ready to be picked up less than 24 hours after leaving them at the repair shop, the customer's evaluation of service quality will be high. However, a two-week wait would result in a lower evaluation. Which type of gap would be illustrated by the two-week wait?

• A)between the service customers receive and the service they want
• B)between what the company provides and what the customer is told it provides
• C)between what customers want and what management thinks customers want
• D)between what management thinks customers want and the quality specifications management develops to provide

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Definitions:

Contradictory Trend

A pattern in data or behavior that appears to go against the prevailing direction or common expectations.

Kitchen Appliances

Electrical or mechanical machines used in the kitchen for assisting with various food preparation tasks.

Workplace

A location or environment where people engage in physical or intellectual tasks to earn a livelihood; can vary from office settings to outdoor locations.

Work Ethic

A set of values based on the virtues of hard work and diligence, emphasizing the importance of responsibility, integrity, and perseverance in professional settings.