The Mean Rate in Figure 2 Is

question 7

Multiple Choice

The mean rate in Figure 2 is

• A)60.
• B)70.
• C)80.
• D)100.

---

Definitions:

Standards Gap

A type of service gap; pertains to the difference between the firm’s perceptions of customers’ expectations and the service standards it sets.

Service Gaps Model

A framework for identifying and analyzing the discrepancies between customers' expectations of a service and their actual experiences, aiming to improve service quality.

Service Providers

Companies or individuals that offer services to others in exchange for payment.

Delivery Gap

The discrepancy between a company’s service quality specification and the actual service delivered to customers, often leading to customer dissatisfaction.