Mark and Julia Booked a Holiday Package at Valley Resort

question 126

Multiple Choice

Mark and Julia booked a holiday package at Valley Resort after seeing its advertisement in a local newspaper. The resort had advertised its special holiday package, which included facilities such as spa treatments, sports activities, and an extensive menu, featuring exotic food from various parts of the world. When Mark and Julia visited the resort, they discovered that they could not use the spa because the area was under maintenance and most of the exotic food was also not available on account of a lack of qualified personnel. Jennifer, the manager of the resort, who had permission from senior authorities to make decisions in the case of service failures, provided free food and accommodation for Mark and Julia during their entire stay. She also promised that such instances would not be repeated and assured Mark and Julia that they could use these facilities the next time they visited the resort.
-Which of the following service gaps did Mark and Julia experience when they visited the Valley Resort?

• A)Knowledge gap
• B)Communication gap
• C)Criterion gap
• D)Standards gap
• E)Delivery gap

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Definitions:

Research Project

A systematic investigation undertaken to acquire knowledge and understanding on a particular subject or phenomenon.

Naturalistic Observation

A research method wherein subjects are observed in their natural environment without any manipulation by the observer, allowing for the study of behavior in its natural setting.

Jane Goodall

A British primatologist and anthropologist known for her extensive study of chimpanzee social and family life in Gombe Stream National Park, Tanzania.

Ethical Dilemma

A situation in which a person must choose between two or more conflicting moral principles.