Bob's Motel shows photos of a wide, sandy beach on its website, leading visitors to assume the motel is located on or near the beach. However, in reality Bob's Motel is located half a mile from the beach. Which of the service quality gaps does this demonstrate?
What will be an ideal response?
This is an example of the communication gap: the difference between promised service and actual service delivered. If firms are more realistic about the services they can provide and at the same time manage customer expectations effectively, they can generally close this gap.
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Explain the test for mental incapacity in contract law.
What will be an ideal response?
A ________ is a business that is owned by only one person.
Fill in the blank(s) with the appropriate word(s).
A(n) ________ relationship is created when managers are called on to mediate conflict between two organizational units.
A. liaison B. audit C. stabilization D. service E. work-flow
Research on transformational leadership did not find that ______.
A. all four components of transformational leadership are positively related to leadership effectiveness. B. men tend to engage in more contingent reward behavior than women. C. women tend to engage in more contingent reward behavior than men. D. men's styles tend to be less transformational than women's.