At Home Hardware, the Store Manager Is Frustrated at the Level

question 75

Multiple Choice

At Home Hardware, the store manager is frustrated at the level of service employees provide to customers even after he wrote a guide to customer service and instructed each employee to read the guide. Which type of gap is this?

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

---

Definitions:

Visual Cortex

The part of the cerebral cortex that processes visual information, located in the occipital lobe.

Visual Field

The entire area that can be seen when the eyes are directed forward, including both the central and peripheral vision areas.

Dorsal Stream

The visual processing pathway in the brain, extending from the occipital to parietal lobes, involved in spatial awareness and motion processing.

Primary Visual Cortex

The region of the brain located in the occipital lobe, responsible for processing visual information from the eyes.