A Bank Closes One of Its Branch Locations at Midday

question 23

Multiple Choice

A bank closes one of its branch locations at midday to balance transactions because it is more efficient for the bank,even though it is not convenient for customers.This is an example of a gap between ________.

• A)consumer expectations and management perceptions
• B)management perceptions and quality standards set by the firm
• C)established quality standards and service delivery
• D)service quality standards and consumer expectations
• E)expected services and perceived services

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Definitions:

Indirect Pathway

A neural pathway in the brain that is involved in the regulation of movements, typically inhibiting or modulating motion.

Subthalamic Nucleus

A small, lens-shaped nucleus in the brain that is part of the basal ganglia system, involved in regulating movement and is associated with diseases such as Parkinson's.