The Delivery Gap Differs from the Knowledge Gap in That

question 64

Multiple Choice

The delivery gap differs from the knowledge gap in that the knowledge gap reflects the difference between:

• A)a firm's service standards and the actual service it provides to customers.
• B)actual services provided to customers and services that a firm's promotion program promises.
• C)a firm's perceptions of customers' expectations and the service standards it sets.
• D)customers' expectations and the actual service provided to the customers.
• E)customers' expectations and a firm's perception of those expectations.

Identify the applications and effectiveness of coordination through standardization, including job descriptions and training.

Acknowledge the effect of organizational design on flexibility, responsiveness, and coordination across units.

Understand the relationship between organizational structure and the external environment.

Recognize the impact of centralization and decentralization on organizational effectiveness.

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Definitions:

Income Statement

The income statement is a financial statement that shows a company's revenues and expenses over a specific period, demonstrating how the revenues are transformed into net income or loss.

Disclosed

Information that has been made known or revealed, typically referring to facts that were previously private or confidential.

Expenses

The costs incurred in the process of generating revenue, including costs like rent, utilities, payroll, and materials.

Assets

Resources owned by a company from which future economic benefits are expected to flow to the entity, including cash, inventory, and property.