Which of the Following Statements Best Describes the Communication Gap

question 84

Multiple Choice

Which of the following statements best describes the communication gap?

• A)It refers to the difference between a firm's service standards and the actual service it provides to customers.
• B)It can be reduced effectively by empowering service providers.
• C)It can be reduced by managing customer expectations effectively.
• D)It reflects the difference between customers' expectations and a firm's perception of those customer expectations.
• E)It can be closed by getting employees to meet or exceed service standards.

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Definitions:

Forced Labour

Work that individuals are compelled to do against their will under threat of punishment or some form of penalty.

Ethical Dilemma

Arises when action must be taken but there is no clear ‘ethically right’ option.

Managerial Decision

Choices or judgments made by managers within an organization, which can impact operations, strategies, and employee welfare.

Moral Pinch

A situation where an individual faces a moral dilemma, often causing discomfort or ethical conflict.