When the Service Provided Does Not Measure Up to the Firm's

question 35

Multiple Choice

When the service provided does not measure up to the firm's or to the industry's standards,it is known as ______.

• A)the service design and standards gap
• B)the service delivery performance gap
• C)the communication gap
• D)the service planning gap

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Definitions:

Attitudes And Behaviors

Refers to the relationship between how individuals think and feel about various topics, objects, or individuals and how this affects their actions or reactions in various situations.

Effort Justification

The phenomenon where people attribute greater value to outcomes they had to put effort into achieving.

Cognitive Dissonance

The mental discomfort experienced by an individual who holds two or more contradictory beliefs, ideas, or values at the same time.

Psychological Discomfort

Describes a state of emotional unease or distress often triggered by stressful situations, conflicts, or challenging thoughts and beliefs.