Due to a Recent Construction of an Upscale Housing Community

question 71

Multiple Choice

Due to a recent construction of an upscale housing community near a tennis club, customer use has skyrocketed during the year and the club is operating at all-time high levels, far beyond the goals set the previous year.The best strategy for the manager is to _________.

• A)change goals for the following year
• B)do nothing
• C)advertise
• D)run a sale to increase customers

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Definitions:

Service Quality

The evaluation of how well a delivered service meets or exceeds customers' expectations and needs.

Performance Gap

The difference between the actual performance of an organization and its potential or desired performance.

Standards Gap

The difference between existing standards and the newly established benchmarks that need to be met, often leading to a period of adjustment for organizations.

Knowledge Gap

The difference in understanding, information, or knowledge between individuals, groups, or data sets.