A ________ Gap Reflects the Difference Between Customers' Expectations and the Firm's

question 37

Multiple Choice

A ________ gap reflects the difference between customers' expectations and the firm's perception of those customer expectations.

• A)seniority
• B)knowledge
• C)standards
• D)delivery
• E)communication

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Definitions:

Cognitive-Behavioral

Relating to a psychological treatment approach that addresses maladaptive thinking patterns to change behavior and emotional state.

Psychodynamic

A theoretical perspective in psychology that emphasizes the role of the unconscious mind, inner forces, and childhood experiences in shaping behavior and personality.

Humanistic

A theory in psychology that emphasizes empathy and stresses the good in human behavior, aimed towards self-improvement and self-esteem.

Interpersonal

Pertaining to relationships or interactions between individuals or groups.