fference between customer expectations for service quality and management percep
ID: 344051 • Letter: F
Question
fference between customer expectations for service quality and management perceptions of 11. The di customer expectations is called the a. standards gap knowledge gap c. communication gap d. delivery gap 12. In thinking about your answer to #11, which of the following would be used to help narrow that gap? a. empowering employees b. technology Cmarket research d. training employees 13. A service provider movie) because of which factor that differentiates services from products? r may provide discounts at off-peak times (such as reduced ticket prices for a 10am 14. Alex is upset because the cake he ordered from a local bakery for his mom's birthday was the wrong flavor. The bakery owner offered to give him a small discount off the price of the cake, but he still didn't think it was a fair solution for the mistake they made. Alex is upset about the fairness. 15. Griffin's mom is frustrated because he made some in-app purchases on his iPad using her credit card. The money then call and speak to a manager before they agreed to refund her card. Griffin's mom is upset about the fairness. was refunded to her card, but she had to have an online chat with Apple support and 16. A commitment to service quality, or a top-down mentality, can help reduce the difference between the firm's perceptions of customers' expectations and the service standards it sets. This is also known as the: standards gap b. knowledge gap c. communication gap d. delivery gapExplanation / Answer
11. (b) Knowledge gap. It is defined as the difference between customer expectations and management perceptions.
12. (c) Market research. To close the knowledge gap between management's perception of service delivery and customer extension, it requires a comprehensive market research as the company is not aware of the proper needs of customers and requires a proper research.
13. Variability factor, as quality and price of services can vary according to time, location, and the way it's provided.
14. Alex is upset about Outcome fairness,as he didn't receive his required outcome that he expected.
15. Griffin's mom is upset about the procedural fairness, as she had to go through a lot of procedures to get her refund.
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