Which of the following is an example of a gap between service delivery and external communications?
A) The employees at GBL have been asked to take time to listen to customers, but they must serve them fast as well.
B) Amanda chose to shop at Alison's Fashions because the store's website offered on-the-spot alterations. However, when she did buy a dress, she had to wait a week to get it altered.
C) Customers at LUX appreciate the personalized services the salespeople offer, but do not like the store design.
D) Clearwater Spa attendants are well-trained in massage therapy and the services they offer, but customers rarely return because they don't like the attendants' impersonal service.
E) When sales dropped, Styx modernized its stores in order to retain customers, but didn't realize that the product quality was the main problem.
B
You might also like to view...
With respect to the "six brand building blocks," ________ describes the extrinsic properties of the product or service, including the ways in which the brand attempts to meet customers' psychological or social needs
A) brand imagery B) brand judgment C) brand resonance D) brand salience E) brand performance
Study the graph shown here. The letter "B" depicts the ________, while "C" depicts ________. 
A. reactant concentration; activation energy B. energy of the reactant; energy of the product C. energy of activation; energy of the product D. energy of the product; energy of activation
In IBM's BANT acronym, B stands for ________
A) budget B) background C) baseline D) benchmark E) basic
______ rewards employees for the acquisition of new skills that lead to enhanced work performance.
A. Skill-based pay B. Job content-based pay C. Performance-based pay D. Seniority-based pay