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:

Neocortex

The most recently evolved, outer layer of the cerebral cortex that plays a key role in higher brain functions such as sensory perception, cognition, and motor control.

Cranial Structures

The bones and associated tissues forming the skull that protect the brain and support the structures of the face.

Tissue Layer

A grouping of similar cells and their extracellular matrix that together perform specific functions within the body.

Amygdala

A region of the brain within the temporal lobe, involved in emotion regulation, memory processing, and decision-making.