In the Customer Support Center Where Carl Works, Employees Are

question 118

Essay

In the customer support center where Carl works, employees are taught to make conversation to put customers at ease. As customers don't like being kept waiting, they must also try to minimize the time that customers spend waiting for service. Thus, when there are a number of customers lined up, Carl usually has to decide whether to answer a customer's questions in detail or move on quickly to the next customer. The firm's standards are not clear on how they want him to perform. When asked, his boss answers, "You make the decision." This is an example of which service-quality gap?

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Definitions:

Spit Up

The act of regurgitating small amounts of food or milk that have been swallowed, typically observed in infants.

Parent-Newborn Attachment

The emotional bond that forms between a parent and their newborn, crucial for the baby's development and the parent-child relationship.

Reactivity Period

A time frame in which individuals or systems are more sensitive to environmental stimuli or stressors, affecting their responses or behaviors.

Tonic Neck Reflex

A primitive reflex in newborns which causes them to turn their head to one side, automatically raising the arm and leg on that side, and lowering them on the opposite.