Which of the Following Gaps Can Be Removed by Giving

question 57

Multiple Choice

Which of the following gaps can be removed by giving a clear description regarding the company's service policies to its employees?

• A)Gap between management perceptions and service quality specifications
• B)Gap between the customer's expectations and the marketer's perceptions
• C)Gap between service quality specifications and service delivery
• D)Gap between service delivery and external communications

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Definitions:

Gross Margin

The difference between revenue and the cost of goods sold, which indicates the profitability before administrative, sales, and other expenses.

Financial Leverage

A difference between the rate of return on assets and the rate paid to creditors.

Issuing Common Stock

The process by which a company sells new shares of its common stock to investors, thereby raising equity capital.

Return On Equity

A measure of financial performance calculated by dividing net income by shareholder equity, indicating how effectively a company uses investments to generate earnings.