By Being More Realistic About the Services They Can Provide

question 16

Multiple Choice

By being more realistic about the services they can provide and by managing customer expectations effectively, firms can reduce the:

• A)zone of tolerance.
• B)knowledge gap.
• C)standards gap.
• D)delivery gap.
• E)communication gap.

Grasp the concept of union security provisions and how they affect both union members and nonmembers.

Recognize the role of the National Labor Relations Board and the regulations impacting union activities.

Examine the rights of employees under various federal laws relating to labor unions.

Understand the different union security arrangements and their legal implications.

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Definitions:

Attributes

Qualities, features, or characteristics that are inherent or associated with someone or something.

Frames

in the context of communication and perception, refers to the mental structures that shape the way individuals interpret and respond to information.

Conversations

The informal exchange of ideas, information, or feelings between two or more people through spoken word or written communication.

Metaphors

Figurative language used to represent concepts or ideas by comparing them explicitly or implicitly to something else.