Firms Can Close the Communication Gap By

question 14

Multiple Choice

Firms can close the communication gap by:

• A)getting employees to meet or exceed service standards.
• B)achieving service goals through training.
• C)matching expectations with actual service through customer research.
• D)being realistic about the services they provide and managing customer expectations.
• E)evaluating the service quality by using well-established marketing metrics.

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Definitions:

Independent

Free from outside control; not depending on another's authority or on another for livelihood or subsistence.

Separation Identity

A psychological phenomenon where an individual’s sense of identity is influenced or developed through the process of differentiating oneself from others.

Identity

The sense of self, shaped by personal choices, social interactions, and cultural environment.

Autonomy

The capacity to make an informed, uncoerced decision or the self-governance of an individual or entity.