The Following Identify Service Gaps Except

question 19

Multiple Choice

The following identify service gaps except:

• A) management knows what is important to the customer.
• B) management knows what is important to the customer, but does not translate into service standards.
• C) service standards are in place but employees do not practice them.
• D) customers are promised a level of service that is not delivered.
• E) both A and B.

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Definitions:

Great Man Theory

A leadership theory which postulates that leaders are born with inherent traits, and these traits are responsible for their power and success.

Heroic Theory

The belief that history is primarily shaped by the actions and decisions of great men or heroes whose leadership and vision bring about significant change.

Dual-Process Theory

A cognitive model that postulates two distinct systems for processing information: intuitive (fast) and analytical (slow).

The Raven

A narrative poem written by Edgar Allan Poe, notable for its melodic and dramatic qualities, focusing on a talking raven's visit to a distraught lover.