A Gap in the Service Process That Is Considered the Misperception

question 24

Multiple Choice

A gap in the service process that is considered the misperception by the service provider of what the customer truly needs.

• A)Gap 1
• B)Gap 3
• C)Gap 4
• D)Gap 10
• E)Gap 12

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Definitions:

Coercive Power

The ability to control others through the threat of punishment or the imposition of unpleasant conditions.

Positive Outcomes

The beneficial or desired results of an action or set of actions, often used in the context of goals and objectives.

Behavior Control

The manipulation of an individual's actions through regulations, rules, or other managerial strategies.

Position Power

The authority and influence a person possesses within an organization, derived from their job or official position.