Which of the Following Is a Strategy for Closing the Gap

question 6

Multiple Choice

Which of the following is a strategy for closing the gap between customer expectations and management perceptions of customer's expectations (GAP 1) ?

• A) Standardization of service delivery.
• B) Improved market research.
• C) Employee empowerment.
• D) Investment in training.

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Definitions:

Interpersonal Processes

The dynamics and mechanisms through which people interact and communicate with each other in social settings.

Disjunctive Task

A task in which the performance of the group is determined by the best individual performance among its members.

Steiner's Taxonomy

A classification system developed by Ivan Steiner that categorizes group tasks based on their nature and the ways individuals contribute to group performance.

Coordination Loss

Deterioration in group performance compared with individual performance, due to problems in coordinating behaviour.