Firms Can Close the Knowledge Gap By

question 50

Multiple Choice

Firms can close the knowledge gap by:

• A)setting appropriate service standards and measuring service performance.
• B)getting employees to meet or exceed service standards.
• C)matching customer expectations with actual service through research.
• D)being more realistic about the services they can provide.
• E)being more realistic about the services they provide and managing customer expectations
• Effectively.

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Definitions:

Liable

Legally responsible for something, especially in the context of financial or legal obligations.

Bailment

The transfer of possession and control of personal property to another with the intent that the same property will be returned later.

Bailee

The person to whom personal property is transferred under a contract of bailment.

Bailor

The person who transfers personal property under a contract of bailment.