__________ Occurs When Strategic and Comprehensive Changes Are Initiated with the Goal

question 45

Multiple Choice

__________ occurs when strategic and comprehensive changes are initiated with the goal of having a comprehensive impact on the organisation and its performance.

• A) Top-down change
• B) Inside-out change
• C) Outside-in change
• D) Bottom-up change
• E) Theory O change

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Definitions:

Tangibles

Physical items or goods that can be seen, touched, and possessed, as opposed to services or digital products.

Knowledge Gap

A type of service gap; reflects the difference between customers’ expectations and the firm’s perception of those expectations.

Service Standards

Benchmarks for the quality of customer service that organizations aim to meet or exceed in their operations.

Communications Gap

A discrepancy that arises when the message intended by the sender differs significantly from what is understood by the receiver.