A Company Surveyed Both Its Customers and Its Senior Management

question 19

Multiple Choice

A company surveyed both its customers and its senior management about customer expectations.Senior management's perceptions of customer expectations did not match customers' actual expectations.This is an example of:

• A)A knowledge gap.
• B)A standards gap.
• C)A performance gap.
• D)A perception gap.

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Definitions:

Associative Strength

The measure of the relationship between a conditioned stimulus and an unconditioned stimulus, indicating how strongly two stimuli are linked in an individual's mind.

Maximum Conditioning

The point at which a conditioned response reaches its highest level of strength or efficiency through the learning process.

Blocking

The prevention of the acquisition of a conditioned response (CR) to a second conditioned stimulus (CS2) when two stimuli are paired with an unconditioned stimulus (UCS) and conditioning has already occurred to the first stimulus (CS1).

Conditioned Stimulus

A stimulus that was once neutral but, upon being paired with an unconditioned stimulus, begins to elicit a conditioned response.