Jones Company Promised a Customer That the Customer Would Receive

question 11

Multiple Choice

Jones Company promised a customer that the customer would receive at least 98 percent of all items ordered.In fact,the customer received 95 percent of the items.This is an example of which "gap" in the customer satisfaction model?

• A)Performance gap
• B)Knowledge gap
• C)Standards gap
• D)Communications gap

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Definitions:

Cohesive Groups

Groups characterized by strong mutual attachment among members, leading to a unified and solid group structure.

Outperform

To perform better than someone or something else, often used in reference to competition or comparison.

Attraction

The pull or interest towards someone or something, often leading to social interaction or emotional connection.

Social Cohesion

The bonds that bring individuals together in a society or group, fostering a sense of belonging and mutual support among members.