A Negative Gap Between ________ Nearly Always Points to Management

question 56

Multiple Choice

A negative gap between ________ nearly always points to management and employees simply not getting the job done. This could be due to vague performance standards, poor training, or ineffective monitoring by management.

• A) actual service quality specifications and actual service delivery
• B) management's perception of customer service expectations and actual service quality specifications developed
• C) management's perceptions of customer service expectations and actual customer expectations of service
• D) actual service delivery and what the firm communicates it delivers
• E) perceived service by customers and actual customer expectations of service

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Definitions:

Floater Policy

A policy that insures property that cannot be covered by specific insurance because the property is constantly changing in either value or location.

Property

Items, assets, or possessions owned by an individual or entity, including tangible and intangible forms.

Specific Insurance

Insurance policies designed to cover specific risks, objects, or scenarios, offering tailored protection against particular perils.

Collision Insurance

A type of automobile insurance that protects the insured against any loss arising from damage to the insured’s automobile caused by accidental collision with another object or with any part of the roadbed.