The advertisement for a pool reads "a vinyl pool from Parker's for just $5,000." When David contacted the firm for the pool, the customer service representative tells David that the total cost will be $8,000
When David enquires about the extra $3,000, the customer service representative says that is for installation. Which service-quality gap does this situation demonstrate?
This is an example of a gap between service delivery and external communications. Consumer expectations are affected by statements made by company representatives and ads. Here, the ad promised a pool for one price, but the actual price is much higher than the consumer is led to expect.
You might also like to view...
Based on the following customer purchase data, which customer would have a higher lifetime value to the retailer?CustomerFeb.MarchAprilMayJuneJulyMarcia$10$10$10$10$10$10Jan$10$20$30$30$20$10Cindy$40 $40 Alice $150
A. Cindy B. Marcia C. Jan D. Alice
All of the following are conditions for fraud except
a. false representation b. injury or loss c. intent d. material reliance
A credit to the Factory Overhead account represents actual overhead costs
Indicate whether the statement is true or false
Total manufacturing costs for the year plus beginning Work in Process Inventory cost equals
a. cost of goods manufactured in the year. b. ending Work in Process Inventory. c. total manufacturing costs to account for. d. cost of goods available for sale.