The Customer Service Representatives at a Call Center Have Been

question 14

Multiple Choice

The customer service representatives at a call center have been asked to handle each call in not more than five minutes. A recent customer survey by the company revealed that customers appreciate it when employees take the time to answer their questions fully and listen to their grievances. 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:

Neoliberal Capitalist Markets

refer to markets characterized by free trade, open competition, deregulation, and a reduction in government interventions, rooted in neoliberal economic theories that prioritize market freedom.

Ulrich Beck

A German sociologist celebrated for his work on risk society, reflexive modernization, and cosmopolitanism.

Geographical

Pertaining to the study of Earth's landscapes, environments, peoples, and phenomena, often focusing on spatial relationships.

Stable

Characterizes situations, systems, or conditions that are steady, unchanging, and resistant to disruption.