Retailers Can Reduce the Delivery Gap by

question 35

Multiple Choice

Retailers can reduce the delivery gap by

• A) setting service standards based on internal operations rather than customers' perceptions.
• B) providing employees the necessary skills and knowledge.
• C) dwelling primarily on the negative aspects of customer problems.
• D) providing standardized rather than personalized services for purchases involving high risk.
• E) setting service goals that are broad and intangible.

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Definitions:

Factual Determinations

The process of finding the facts of the case, often decided by the jury or judge in a court proceeding.

ALJ Decisions

Rulings or judgments made by Administrative Law Judges, who conduct trial-like hearings within administrative agencies.

Findings of Fact

Are the conclusions reached by a judge or jury on the factual issues of a case.

Agency Rules

Regulations established by government agencies which have the force of law and are created to implement the will of Congress or state legislatures.