Service Companies Can Close Provider Gap 2 by Doing All

question 58

Multiple Choice

Service companies can close provider gap 2 by doing all of the following EXCEPT:

• A) Using a systematic new-service development process
• B) Developing customer-defined service standards
• C) Designing and using an appropriate servicescape
• D) Improving communication between the marketing and operations departments
• E) Creating formal process for setting service quality standards

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Definitions:

Social Characteristics

Traits that describe individuals or groups based on their social behaviors, interactions, and roles within a community or society.

Job Satisfaction

A measure of how content an individual is with their job, encompassing aspects like work environment, role clarity, recognition, and personal achievement.

Organizational Commitment

The psychological attachment and loyalty a member has towards their organization, which can influence their willingness to remain part of it.

Job Crafting

Self-initiated changes that employees make in their job demands and job resources to improve the fit or match between characteristics of their job and their personal abilities and needs.