If a Hospital That Measured the Service Quality of Its

question 149

Multiple Choice

If a hospital that measured the service quality of its physician care in terms of the total number of people who were attended to-even if patients appeared to want more individualized care-what would the hospital be exhibiting a gap between?

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

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Definitions:

Male Hormones

Hormones, such as testosterone, that are primarily produced in males and influence the development of male physical characteristics and reproductive functions.

Female Hormones

Chemical substances produced in the female body that regulate and control various functions including reproduction, metabolism, and sexual characteristics.

Puberty

The period in which adolescents reach sexual maturity and become capable of reproduction.

Sexual Maturity

The stage of development when an individual is physically capable of reproduction.