By Setting Appropriate Service Benchmarks and Measuring Service Performance, Firms

question 68

Multiple Choice

By setting appropriate service benchmarks and measuring service performance, firms can reduce the:

• A)knowledge gap.
• B)delivery gap.
• C)zone of tolerance.
• D)communication gap.
• E)standards gap.

Comprehend the interdisciplinary nature and goals of organizational behavior.

Understand research methods used in organizational behavior studies.

Distinguish between accurate and inaccurate statements regarding organizational behavior.

Infer the impact of contemporary business trends and organizational culture on behavior.

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Definitions:

Traditional Female

A term often used to describe women who adhere to expectations and roles historically associated with femaleness in a given culture.

Gender Role

Social and cultural expectations and norms assigned to individuals based on their perceived or actual gender, influencing behavior, interests, and personal identity.

Independence

The state or quality of being self-reliant and free from external control or support.

Activity Exposure

The extent to which an individual has access to and engages in various activities, potentially influencing their interests and personality.