The service-quality model highlights the main requirements for delivering high service quality. Which are the five gaps that cause unsuccessful delivery?
What will be an ideal response?
The five gaps that cause unsuccessful customer service delivery are as follows:
1. The gap between consumer expectation and management perception: The management does not always correctly perceive what customers want.
2. The gap between management perception and service-quality specification: The management might correctly perceive customers' wants but not set a performance standard.
3. The gap between service-quality specifications and service delivery: The employees might be poorly trained, or incapable of or unwilling to meet the standard, or they may be held to conflicting standards, such as taking time to listen to customers and serving them fast.
4. The gap between service delivery and external communications: The consumers' expectations are affected by statements made by company representatives and ads.
5. The gap between perceived service and expected service: This gap occurs when the consumer misperceives the service quality.
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Odin Avionics makes aircraft instrumentation
Its basic navigation radio requires $90 in variable costs and $2,000 per month in fixed costs. Odin sells 30 radios per month. If the company further processes the radio, to enhance its functionality, it will require an additional $25 per unit of variable costs, plus an increase in fixed costs of $800 per month. The current sales price of the radio is $260. The marketing manager is sure that Odin can charge a higher sales price for the improved version. At what sales price level would the new, improved radio begin to improve operating earnings? (Round to the nearest whole dollar.) A) at a sales price higher than $312 B) at a sales price of $260 C) at a sales price lower than $260 D) at a sales price of $375
In 2014, online bill payment accounted for ________ of all bill payments, while paper checks accounted for ________
A) less than 10%; less than 25% B) about 25%; about 10% C) more than 50%; less than 25% D) 100%; 0%