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

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Definitions:

Predictor Scores

Scores derived from assessments or tests that are used to forecast future performance or outcomes.

Criterion Scores

The objective measures used to assess the performance or achievement level of an individual or entity.

Personality Test

A psychological assessment tool designed to evaluate an individual's character traits, behaviors, and preferences.

Multiple-hurdles Approach

A personnel selection strategy where candidates must successfully complete one requirement before moving on to the next step in the hiring process.