When Communications Accurately Describe What Service Quality Is Provided and Can

question 10

Multiple Choice

When communications accurately describe what service quality is provided and can be expected,and consumers are still less than satisfied with the service there is 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:

Risk-free Rate

This is the theoretical rate of return of an investment with zero risk, typically represented by the yield on government securities.

Call Option

A financial agreement which permits the purchaser the option, though not the requirement, to purchase a specific asset like a stock, bond, commodity, or another type of asset at a predetermined price during a defined timeframe.

Exercise Price

The price at which the holder of an option can buy (call) or sell (put) the underlying security.

Protective Put

An investment strategy where an investor buys a put option for an asset they own to limit potential losses if the asset's price falls.