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:

External Growth

Expansion of a business through acquiring or merging with other companies, as opposed to internal growth through increasing sales, product lines, or efficiencies.

Diversification

In finance, selecting a portfolio of different (diverse) investments to limit the overall risk borne by the investor.

Economies of Scale

Cost advantages that a business can achieve due to expansion and increased production volume, leading to lower per-unit costs.

Unfriendly Merger

A takeover or merger which is not supported or welcomed by the target company's management and board of directors.