The Bank Management Decided Its Customers Would Not Mind If

question 6

Multiple Choice

The bank management decided its customers would not mind if it only opened the drive-thru window on Saturdays and did not require other bank employees to work on weekends.Customers who work during the week could not apply for a loan on Saturday because that was not a service available at the drive-thru window.SERVQUAL would show this is an example of a gap between ________.

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

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Definitions:

Resocialization

The process by which individuals learn new norms, values, and behaviors, replacing those from a previous social context, often occurring in radically different or new environments.

Childhood

The period of a person's life from birth to adolescence, characterized by rapid physical growth, development, and learning.

Adolescence

The transitional stage of physical and psychological development that generally occurs during the period from puberty to legal adulthood.

Total Institutions

Places where people are separated from the rest of society and controlled by the staff of the institution, often including prisons, military bases, and psychiatric hospitals.