If a Customer Expects to Wait One Week for a Pair

question 61

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.The two-week gap would illustrate a gap between:

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

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Definitions:

Nature and Nurture

The debate concerning the relative importance of an individual's innate qualities (nature) versus personal experiences (nurture) in determining or causing differences in physical and behavioral traits.

Climacteric

A phase of aging that involves physiological and psychological changes, often related to the end of fertility in both men and women, marking the transition to the end of reproductive years.

Perimenopause

The transitional phase before menopause, marked by changes in menstrual cycles and symptoms like hot flashes.

Menopause

The time in a woman's life, usually occurring between 45 and 55 years of age, when menstrual cycles cease permanently due to the decline of ovarian function.