The ____ Gap Is the Difference Between the Service the Firm

question 35

Multiple Choice

The ____ gap is the difference between the service the firm promises to deliver through its external communications and the service it actually delivers to its customers.

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

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Definitions:

Repression

A defense mechanism in which distressing thoughts and memories are unconsciously forced from the conscious mind to the unconscious.

Therapy

The treatment of psychological or emotional disorders and difficulties through the use of psychological techniques designed to encourage communication of conflicts and insight into problems.

Transference

A psychoanalytic concept where emotions and desires originally associated with one person are unconsciously redirected onto another.

Resistance

In a psychological context, it refers to the opposition or reluctance to accept or comply with therapy, change, or introspection.