As a Service Organization's Hierarchy Becomes More Complex and More

question 21

Multiple Choice

As a service organization's hierarchy becomes more complex and more levels of management are added,the firm is more likely to experience a _____ gap.

• A)knowledge
• B)standards
• C)delivery
• D)communications
• E)confirmation

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Definitions:

Gaze Aversion

The act of deliberately avoiding eye contact, often to manage cognitive load or due to social anxiety.

Haptics

The technology that simulates the sense of touch through vibrations, forces, or motions to the user.

Closed

Not open for discussions, interactions, or business; or, in communication, a state or attitude that is not receptive to new ideas.

Nonverbal Messages

Communication without words, including gestures, facial expressions, and body language, which can convey information or feelings.