At a Local Coffee Shop,where You Frequent,you Are Enrolled in Their

question 18

Multiple Choice

At a local coffee shop,where you frequent,you are enrolled in their frequent-buyer program,where,for every ten coffees you purchase,you get one for free.Essentially,the coffee shop is engaged in offering a(n) :

• A)promotional allowance
• B)quantity discount
• C)cash discount
• D)functional discount

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Definitions:

Service Standards

Benchmarks for the quality of customer service that organizations aim to meet or exceed in their operations.

Communications Gap

A discrepancy that arises when the message intended by the sender differs significantly from what is understood by the receiver.

Customer Expectations

Refers to the set of beliefs or standards that consumers have regarding products, services, or brand experiences.

Service Gaps Model

A framework identifying discrepancies between customer expectations and the actual services received.