The Owner of a Small but Growing Business,Terry Franklin Was

question 18

Multiple Choice

The owner of a small but growing business,Terry Franklin was becoming overwhelmed with requests from his outside customer service representatives for decisions about solutions to customer problems.Noting the mountain of his own work that was piling up,he instituted a policy change and informed the representatives."Keep the customers happy," he said."If it's a problem that takes less than $100.00 to fix,there's no need to call me.Use your judgment and go ahead and fix it." Terry Franklin is using empowerment to narrow provider __________ of the gaps model of service quality.

• A) Gap 1
• B) Gap 2
• C) Gap 3
• D) Gap 4

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Definitions:

Modern-Day

Referring to the current time period or the contemporary era.

Manual Labor

Manual labor entails physical work done by people, often involving the use of hands and physical strength, as opposed to work done by machines or requiring mental skill.

Trail of Tears

Refers to the forced relocation during the 1830s of Eastern Native American tribes to territories west of the Mississippi River, which resulted in the deaths and suffering of thousands.

Cherokees

A Native American people originally from the southeastern United States, now primarily located in Oklahoma and North Carolina.