Firms Can Close the Knowledge Gap By

question 28

Multiple Choice

Firms can close the knowledge gap by:

• A)setting appropriate service standards and measuring service performance.
• B)getting employees to meet or exceed service standards.
• C)matching customer expectations with actual service through research.
• D)reducing service inconsistency through standardization and training.
• E)being more realistic about the services they provide and managing customer expectations effectively.

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Definitions:

Dividend

A part of a company’s profits given out to its shareholders, usually as cash or more shares.

ROE

Return on Equity; a measure of financial performance calculated by dividing net income by shareholder equity.

Dividend Growth Rate

The annualized percentage rate of growth of a company’s dividend payments.

Earnings

The amount of profit a company generates during a specific period, typically reported quarterly or annually.