Senior Management Thought Customers Expected a Rate of at Least

question 13

Multiple Choice

Senior management thought customers expected a rate of at least 96 percent for on-time delivery.However,senior management established a standard of 94 percent.The difference is the:

• A)Satisfaction gap.
• B)Performance gap.
• C)Standards gap.
• D)Knowledge gap.

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Definitions:

Relevance

The quality of being closely connected or appropriate to the matter at hand.

Quality

An attribute or characteristic that determines the excellence, condition, or value of something, often measured against standards or requirements.

Citation

A reference or mention of a source, used to give credit to the original author or to support claims in a text.

Journal Article

A scholarly work published in an academic or professional journal, contributing to a particular field of study.