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:

Individualistic

Characterized by a preference for independence and self-reliance, often prioritizing personal goals over group goals.

East Asian

Referring to the geographic, cultural, or ethnic aspects of countries and peoples located in the eastern part of Asia, such as China, Japan, and Korea.

Central Route Persuasion

Attitude-change path in which interested people focus on the arguments and respond with favorable thoughts.

Fundamental Attribution Error

The inclination to excessively focus on individual traits while disregarding the influence of the context when evaluating the actions of others.