If a Customer Expects to Wait Three Hours for an Auto

question 33

Multiple Choice

If a customer expects to wait three hours for an auto repair but the repair is finished just one hour later,the customer's evaluation of service quality will be high.However,a two day wait would result in a lower evaluation.The two day wait 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 it.

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Definitions:

Underestimation

The act of evaluating someone or something below their actual worth, ability, or significance.

American Intelligence Tests

Standardized examinations used in the United States to assess an individual's intellectual abilities and cognitive skills.

Emotion

Emotion is a complex psychological state involving an individual's subjective experience, physiological responses, and behavioral or expressive patterns triggered by stimuli perceived as personally significant.

Cognition

The mental action or process of acquiring knowledge and understanding through thought, experience, and the senses.