With five children and several nieces and nephews,Bronson has shopped at a lot of toy stores.He really likes The Toy Corner because he can ask for an age specific toy and if they do not have it,they order it and have it delivered at a price he is willing to pay.Bronson feels that The Toy Corner exceeds his:
A) perceived service
B) service gap
C) customer expectations
D) learned response
E) tangible cue

Question

Quizplus · Accepted Answer

Bronson's satisfaction with The Toy Corner shows that they have met or exceeded his expectations, which is the definition of customer expectations. A perceived service refers to a customer's perception of the service they received, which is not specifically mentioned in the scenario. A service gap refers to the difference between a customer's expectations and the actual service received, which does not apply in this case. A learned response and tangible cue are not relevant to the scenario.

With Five Children and Several Nieces and Nephews,Bronson Has Shopped