A bank closing one of its branch locations at midday to balance transactions because it is efficient for the bank, even though it is not convenient for customers who want to do their banking during the lunch hour, is an example of a gap between
________.
A) established quality standards and service delivery
B) expected service and perceived service
C) consumers' expectations and management's perceptions
D) management's perception and quality standards set by the firm
E) service quality standards and consumers' perceptions
C
Business
You might also like to view...
A real estate broker only has a right to earn a commission when the property sells during the listing period unless the following is included in the listing agreement:
a. a brokers protection clause. b. a exculpatory clause. c. a subordination clause. d. none of the above.
Business
A sequential list of owners for a parcel of real estate is called:
a. constructive notice b. chain of title c. notarized record d. deed of reconveyance
Business