If a Customer Expects to Wait One Week for a Pair

question 61

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:

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

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Definitions:

Exercise

Physical activities intended to improve strength, fitness, and wellbeing, ranging from walking and swimming to weightlifting and yoga.

Sleep-wake Disorders

Disorders affecting the quality, timing, and amount of sleep, leading to distress and impairment during waking hours.

Insomnia

A common sleep disorder characterized by trouble falling asleep, staying asleep, or achieving restorative sleep, leading to daytime impairments.

Narcolepsy

A sleep-wake disorder characterized by a repeated sudden and irrepressible need to sleep during waking hours.