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:

Bargaining Unit

A cohort of workers, characterized by mutual interests, and represented by one labor union in discussions for collective agreements.

NLRB

The National Labor Relations Board, a US federal agency tasked with enforcing US labor law in relation to collective bargaining and unfair labor practices.

Community of Interests

A group whose members share common concerns, goals, or backgrounds, especially within a professional or societal context.

Workplace Social Identity

The concept of how individuals perceive themselves within their workplace, shaped by their roles, responsibilities, and social interactions with colleagues.