Ellen came across an ad for a new restaurant that promised authentic French cuisine. When she ate there, however, she was disappointed to find that the food was mediocre and not very authentic
Which of the following gaps of service performance does this demonstrate?
A) gap between service-quality specifications and service delivery
B) gap between perceived service and expected service
C) gap between service delivery and external communications
D) gap between consumer expectation and management perception
E) gap between management perception and service-quality specification
C
You might also like to view...
A lender may lawfully consider ___________ when determining the applicant's creditworthiness.
a. a mortgage applicant's age b. the religious preference of the mortgage applicant c. whether the mortgage applicant intends to bear children d. whether an applicant's income is derived from alimony
While consumers favor green marketing and environmentally-safe products, most consumers are not willing to:
A) purchase green and environmentally-safe products because of higher prices B) support companies that are not pro-environment C) sacrifice price, quality, convenience, availability, or performance D) take time to decide which causes to support