Which of the Following Strategies Will Help a Firm in Reducing

question 93

Multiple Choice

Which of the following strategies will help a firm in reducing the standards gap?

• A)Promising only what it can deliver or a little less
• B)Using customer complaint behaviour effectively
• C)Collecting consumers' perceptions of service quality by using a questionnaire
• D)Setting specific service standards based on customers' expectations
• E)Replacing people with machines

---

Definitions:

Consistency

The quality of always acting or behaving in the same way, showing the same standards or principles.

Sociobiologists

Scientists who study the biological basis of social behavior across species, including humans, often focusing on evolutionary influences.

Evolutionary Concepts

Ideas and principles derived from evolutionary biology that explain the adaptations and changes in species over time.

Social Behavior

Actions among individuals, within groups or societies, that are influenced by and affect others, including cooperation, competition, and aggression.