The Owner of a Small but Growing Business,Terry Franklin Was

question 18

Multiple Choice

The owner of a small but growing business,Terry Franklin was becoming overwhelmed with requests from his outside customer service representatives for decisions about solutions to customer problems.Noting the mountain of his own work that was piling up,he instituted a policy change and informed the representatives."Keep the customers happy," he said."If it's a problem that takes less than $100.00 to fix,there's no need to call me.Use your judgment and go ahead and fix it." Terry Franklin is using empowerment to narrow provider __________ of the gaps model of service quality.

• A) Gap 1
• B) Gap 2
• C) Gap 3
• D) Gap 4

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Definitions:

Increasing Dramatically

Refers to a rapid and significant rise or growth in intensity, quantity, or extent.

Arlie Hochschild

A sociologist recognized for her research on the emotional and social demands placed on workers, especially in the context of family and work balance.

Second Shift

Second Shift refers to the phenomenon where individuals, particularly women, work a paid job outside the home and then come home to perform unpaid household labor.

Double Day

The phenomenon where individuals, often women, perform paid work outside the home but also have a disproportionate share of household duties, effectively working a "second shift."