Kentucky Fried Chicken once measured its managers' success by how little chicken was thrown away at the end of the night. Customers who came into stores late at night either had to wait for chicken to be cooked or settle for chicken that was cooked several hours earlier. What gap is created by this scenario? a. what customers want and what management thinks customers want b. the service quality specifications and the service that is actually provided C. what management thinks customers want and the quality specifications that management develops to provide the service. d. what the company provides and what the customer is told it provides
Kentucky Fried Chicken once measured its managers' success by how little chicken was thrown away at the end of the night. Customers who came into stores late at night either had to wait for chicken to be cooked or settle for chicken that was cooked several hours earlier. What gap is created by this scenario? a. what customers want and what management thinks customers want b. the service quality specifications and the service that is actually provided C. what management thinks customers want and the quality specifications that management develops to provide the service. d. what the company provides and what the customer is told it provides
Chapter1: An Overview Of Strategic Marketing
Section1.2: Dollar Shave Club: The Company For Men
Problem 2C
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![Kentucky Fried Chicken once measured its
managers' success by how little chicken was
thrown away at the end of the night.
Customers who came into stores late at night
either had to wait for chicken to be cooked or
settle for chicken that was cooked several
hours earlier. What gap is created by this
scenario?
a. what customers want and what
management thinks customers want
b. the service quality specifications and the
service that is actually provided
c. what management thinks customers want
and the quality specifications that
management develops to provide the service.
d. what the company provides and what the
customer is told it provides](/v2/_next/image?url=https%3A%2F%2Fcontent.bartleby.com%2Fqna-images%2Fquestion%2F56007561-0e49-4664-ad98-21c910047f33%2F4df3b50b-e96d-4d76-a6d7-dd6bda88985f%2F7bjjbv_processed.jpeg&w=3840&q=75)
Transcribed Image Text:Kentucky Fried Chicken once measured its
managers' success by how little chicken was
thrown away at the end of the night.
Customers who came into stores late at night
either had to wait for chicken to be cooked or
settle for chicken that was cooked several
hours earlier. What gap is created by this
scenario?
a. what customers want and what
management thinks customers want
b. the service quality specifications and the
service that is actually provided
c. what management thinks customers want
and the quality specifications that
management develops to provide the service.
d. what the company provides and what the
customer is told it provides
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