Which of the Following Strategies Will Help a Firm to Reduce

question 14

Multiple Choice

Which of the following strategies will help a firm to reduce the standards gap?

• A)promising only what it can deliver or a little less
• B)effectively using customer complaint behaviour
• C)collecting consumers' perceptions of service quality by using a questionnaire
• D)setting specific service standards based on customers' expectations
• E)replacing people with machines

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Definitions:

Conformity

Behaving in a way that meets a specified standard, in coordination with a group.

Stage of Exhaustion

The phase in stress response where the body and mind are overwhelmed by stressors, leading to reduced function and possible burnout.

General Adaptation Syndrome

A three-stage response (alarm, resistance, exhaustion) that the body goes through when under stress, as proposed by Hans Selye.

Alarm Stage

The initial reaction of the body's stress response system, involving activation of the sympathetic nervous system to prepare to face or flee from a threat.