When a Service Fails to Meet the Expectations That Customers

question 99

Multiple Choice

When a service fails to meet the expectations that customers have about how it should be delivered, this situation results in:

• A)brand dilution.
• B)a service gap.
• C)groupthink.
• D)disintermediation.
• E)cannibalization.

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Definitions:

Expectancy Theory

A motivational theory suggesting that individuals are likely to act in ways based on the expected outcomes of their actions.

Incentive Hike

An increase in rewards or benefits offered to motivate and encourage desired behaviors or performance among individuals or groups.

Coaching

The process of training, guiding, or advising an individual or team to achieve their personal or professional goals.

Performance Improvement

Efforts or strategies aimed at increasing the effectiveness, efficiency, or output of an organization or individual.