A Bank Closing One of Its Branch Locations at Midday

Multiple Choice

A bank closing one of its branch locations at midday to balance transactions because it is efficient for the bank,even though it is not convenient for customers who want to do their banking during the lunch hour,is an example of a gap between ________.

A) established quality standards and service delivery
B) expected service and perceived service
C) consumers' expectations and management's perceptions
D) management's perception and quality standards set by the firm
E) service quality standards and consumers' perceptions