When Aaron went to his doctor for his annual checkup, he was asked to undergo a number of tests. Although the doctor assured Aaron that the tests were routine, Aaron thinks that the doctor is hiding a grave problem from him
What kind of a gap is apparent here?
A) gap between perceived service and expected service
B) gap between service delivery and external communications
C) gap between service-quality specifications and service delivery
D) gap between management perception and service-quality specification
E) gap between consumer expectation and management perception
A
You might also like to view...
Information about the premium and policy limits, the identity & address of the named insured, and the policy period is found in which part of an insurance policy?
A. Declarations B. Conditions C. Insuring Agreement D. Exclusions
Despite the Gillette Amendment, the public relations clout of the president includes all the following EXCEPT ________
A) traveling with his own media entourage B) exerting influence on the nation's agenda by controlling the "bully pulpit" C) directing the media's search for truth D) his every statement or move intriguing the media