An Internet Company, Icruise

question 49

Multiple Choice

An Internet company, icruise.com, sold cruises by offering a "Suntan Guarantee." The guarantee promised a full refund on a Caribbean cruise if more than one-quarter inch of rain fell from 10 a.m. to 4 p.m. for a preset number of days depending on the length of the cruise. If it rained and the Internet company failed to honour its refund policy, which type of gap would exist?

• A)between what management thinks customers want and the quality specifications that management develops to provide the service
• B)between what the company tells the customer it provides and what is actually provided
• C)between service quality specifications and employee training
• D)between what customers want and what management thinks customers want