If a Customer Expects to Wait One Week for a Pair

question 47

Multiple Choice

If a customer expects to wait one week for a pair of shoes to be mended but is told that the shoes are ready to be picked up less than 24 hours after leaving them at the repair shop,the customer's evaluation of service quality will be high.However,a two-week wait would result in a lower evaluation.The two-week gap would illustrate a gap between which of the following?

• A) the service customers receive and the service they want
• B) what customers want and what management thinks customers want
• C) what the company provides and what the customer is told it provides
• D) service quality specifications and the service that is actually provided

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Definitions:

Gender Identity

An individual’s self-definition or sense of gender.

Primary Sex Characteristics

Biological factors, such as chromosomes, hormones, and reproductive organs, that distinguish males from females.

Human Sexual Dimorphism

The physical differences between male and female individuals of a species, which are not directly linked to reproductive functions.

Public Displays

Acts or exhibitions put on in public view, which can range from artistic performances to displays of affection or protest.