The ____________ Is the Difference Between What Service Providers Believe

question 41

Multiple Choice

The ____________ is the difference between what service providers believe customers expect and customers' actual needs and expectations

• A)interpretation gap
• B)standard gap
• C)knowledge gap
• D)service quality gap
• E)internal communications gap

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Definitions:

Absenteeism

The habitual non-presence of an employee at their job, which can be due to various reasons including illness, personal issues, or disengagement.

Kohlberg's Model

A theory proposed by Lawrence Kohlberg that outlines the stages of moral development in individuals.

Moral Development

The process through which individuals acquire and understand values, ethics, and principles that guide their behavior towards what is considered right or wrong.

Preconventional

A stage in moral development characterized by an individual's obedience to rules based on external consequences rather than internalized values or principles.