Which of the following is an example of a gap between management perception and the service-quality specifications?
A) The college brochure showed state-of-the-art classrooms, but when the visitors walked in, they saw peeling walls and dull lighting.
B) A nurse visits a patient to show care, but the patient interprets this as an indication that something is very wrong.
C) The hotel administrators think that guests want better food, but guests are more concerned with the courtesy of the waiters.
D) A service center manager has asked his subordinates to provide fast service, but has not specified a time for the service to be performed.
E) Customer service representatives are asked to give ample time to each customer, but must serve a minimum of 50 customers a day.
D
You might also like to view...
The amount for which a promissory note is written is called the
a. realizable value b. maturity value c. face value d. proceeds
In determining the level of sex appeal to use in an advertisement, it is important to consider:
A) the amount of sexually-oriented advertising that is being used by competitors B) how decorative models are being used C) society's view and level of acceptance at the time the ad is to run D) the target audiences view of sexuality
________ is a statistical technique that simultaneously develops a mathematical relationship between two or more independent variables and an interval-scaled dependent variable
A) Product moment correlation B) Standard regression C) Factor analysis D) Multiple regression E) Canonical correlation
Competence in the situational leadership approach can be defined as ______.
A. having a positive attitude toward the work B. being dedicated and a hard-worker C. having the desire to complete the task D. possessing the skills necessary to complete the task