The Difference Between the Service Promised and the Service Actually

question 32

Multiple Choice

The difference between the service promised and the service actually delivered is the ________ gap.

• A) research
• B) knowledge
• C) performance
• D) communication
• E) delivery

---

Definitions:

Collective Socialization

The process by which individuals in a group or organization learn and assimilate the values, norms, and required behaviors.

Flight Attendants

Airline crew members who are responsible for the safety and comfort of passengers aboard flights.

Individualized Socialization

is a process by which newcomers adapt to an organization or group in a manner tailored to their personal characteristics and experiences.

Uniformity

The state or quality of being the same in terms of standards, rules, appearance, or behavior, often aimed at ensuring consistency and order.