The Basis of the Gap Model of Service Quality Is

question 61

Multiple Choice

The basis of the Gap model of Service Quality is the ________.

• A) examination of the differences between the objectives of management and employees
• B) elimination of gap between an organization's and its employees' perceptions of the customer experience
• C) recognition of suitable techniques for resource management to achieve better service quality
• D) identification and measurement of differences in five key areas of the service delivery process
• E) improvisation of the face-to-face time between customer and service provider, often called the moment of truth

Identify the concepts and different types of Corporate Social Responsibility (CSR) practices.

Understand the components and significance of psychological capital in the workplace.

Appreciate the importance of communication for psychological health in the workplace.

Grasp the concept and elements of work engagement.

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Definitions:

National Labor Relations Act

A foundational statute in United States labor law that protects the rights of employees to organize and bargain collectively with their employers.

Significant Piece

An important or notable part of something, often referring to a key element that has a major impact or role.

Legislation

Laws or statutes that have been formally enacted by a legislative body to regulate, authorize, prohibit, or provide frameworks for various activities and policies.

Agency

An organization, company, or bureau that provides a specific service.