Which Is NOT a Major Service Quality Gap That Contributes

question 52

Multiple Choice

Which is NOT a major service quality gap that contributes to customer dissatisfaction with the service?

• A)The difference between what the customer expects and what management perceives that the customer expects
• B)The translation of management perceptions of customer expectations into the design of the service
• C)The difference between what the service organization is designed to deliver and the actual service delivered to the customer
• D)The difference between the service delivered and the service customer's expectation given its portrayal in various forms of marketing communication.
• E)All of these are major contributors to customer dissatisfaction with a service.

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Definitions:

Payee

The party named in a note or draft to whom payment is to be made.

Stop Payment

A banking process through which an account holder can request the bank to stop the payment of a cheque or payment transaction that has been issued but not yet processed.

Drawer

In banking and finance, refers to the party that writes and signs a check or draft, instructing their bank to pay a specified sum to the named party.

Calendar Days

All days in a month or year, including working days, weekends, and public holidays, considered without exception.