Firms Can Close the Communication Gap By

question 14

Multiple Choice

Firms can close the communication gap by:

• A)getting employees to meet or exceed service standards.
• B)achieving service goals through training.
• C)matching expectations with actual service through customer research.
• D)being realistic about the services they provide and managing customer expectations.
• E)evaluating the service quality by using well-established marketing metrics.

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Definitions:

Non-directional Hypothesis

A hypothesis that specifies there is a difference or relationship, but not the direction of the difference or relationship between variables.

T-statistic

A type of statistic calculated from sample data, used in hypothesis testing to determine whether to reject the null hypothesis, particularly in t-tests.

Null Hypothesis

A hypothesis that suggests there is no statistical significance between the two observed phenomena.

Alpha

In statistics, often referred to as the significance level, it represents the probability of rejecting the null hypothesis when it is actually true.