Standards Do Not Have to Be Stated in Numbers and Be

question 25

True/False

Standards do not have to be stated in numbers and be measurable, so words such as excellent and superior are good to use.

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Definitions:

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.

Customer Expectations

Refers to the set of beliefs or standards that consumers have regarding products, services, or brand experiences.