The Customer Service Representatives at a Call Center Have Been

question 89

Multiple Choice

The customer service representatives at a call center have been asked to handle each call within five minutes. At the same time, they have been asked to answer all customer queries in detail and provide appropriate solutions. What kind of service gap is apparent here?

• A) gap between perceived service and expected service
• B) gap between service delivery and external communications
• C) gap between service-quality specifications and service delivery
• D) gap between management perception and service-quality specification
• E) gap between consumer expectation and management perception

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Definitions:

Diffuse

To spread or scatter broadly, often used in the context of light, ideas, or substances.

Innovations

are new ideas, devices, or methods that mark a departure from traditional ways, often resulting in improved processes or products.

Main Findings

The most significant results or conclusions that come from research or analysis.

Richard Walton

A notable figure in the field of industrial relations, known for his contributions to improving workplace relations and developing conflict resolution strategies.