In the Customer Support Center Where Carl Works, Employees Are

question 62

Essay

In the customer support center where Carl works, employees are taught to make conversation to put customers at their ease. As customers don't like being kept waiting, they must also try to minimize the time that customers spend waiting for service. Thus, when there are a number of customers lined up, Carl usually has to decide whether to answer a customer's questions in detail or move on quickly to the next customer. The firm's standards are not clear on how they want him to perform. When asked, his boss answers, "You make the decision." This is an example of which service-quality gap?

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Definitions:

Unconditional Positive Regard

Accepting and supporting someone regardless of what they say or do, especially in a therapeutic context.

Accountant

is a professional who performs financial functions related to the collection, accuracy, recording, analysis, and presentation of a business, organization or individual's financial operations.

Psychoanalytic Theory

A theory of personality and therapeutic technique that attributes thoughts and actions to unconscious motives and conflicts.

Psychic Structures

In psychoanalytic theory, the components of the human mind comprising the id, ego, and superego, which interact to influence behavior and personality.