When There Is a Significant Difference Between the Service Customers

question 25

Multiple Choice

When there is a significant difference between the service customers receive and the service the firm promotes, the firm has a ________ gap.

• A)knowledge
• B)standards
• C)social expectations
• D)delivery
• E)communications

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Definitions:

Diagnosis

The process of identifying and deciding on the nature of a problem or disease based on its symptoms.

Institutionalization

The process by which certain practices or norms become established and accepted in an organization or society as a whole.

Identity Gap

The discrepancy between an individual's perceived self and how they believe they are seen by others, or between their multiple social identities.

Resistance

The opposition or reluctance to accept or adapt to changes, ideas, or innovations, often due to inertia, fear, or perceived threats.