A Negative Gap Between _________ and ________ Nearly Always Points

question 86

Multiple Choice

A negative gap between _________ and ________ nearly always points to management and employees simply not getting the job done.This could be due to vague performance standards,poor training,or ineffective monitoring by management.

• A)Actual service quality specifications; actual service delivery
• B)Management's perception of customer service expectations; actual service quality specifications developed
• C)Management's perceptions of customer service expectations; actual customer expectations of service
• D)Actual service delivery; what the firm communicates it delivers
• E)Perceived service by customers; actual customer expectations of service

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Definitions:

Neurotransmitters

Chemical substances in the brain that transmit signals between neurons, influencing various functions such as mood, sleep, and appetite.

Serotonin

A neurotransmitter involved in the regulation of mood, appetite, sleep, memory, and learning.

Norepinephrine

A neurotransmitter and hormone involved in the body's response to stress, also playing a key role in alertness and the fight-or-flight response.

Id

In psychoanalytic theory, the part of the personality that contains our primitive impulses such as sex, anger, and hunger, and operates on the pleasure principle.