A Service Firm Communicating Exactly What the Customer Can Expect

question 7

Multiple Choice

A service firm communicating exactly what the customer can expect and what will happen if the company does not deliver on its promises will eliminate the gap between ________.

• A)established quality standards and service delivery
• B)established delivery standards and management perceptions
• C)service quality standards and consumer expectations
• D)consumer expectations and management perceptions
• E)needed service and expected service

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Definitions:

U.S. Investment Spending

Money expended on capital goods in the United States, which includes expenditures on equipment, infrastructures, and buildings.

Computing Technology

The branch of technology that encompasses computers and their software, hardware, and networking capabilities.

Productivity Growth Rate

The productivity growth rate measures how the efficiency of production in an economy increases over time, often reflected in the output per unit of input, such as labor hours, over a specific period.

Output

Refers to the total amount of goods and services produced by an economic system over a specific period.