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When There Is a Gap Between Senior Management Perceptions and the Service

question 2

Multiple Choice

When there is a gap between senior management perceptions and the service level criteria that they set for the organization, this gap may be closed by ensuring that _______ service goals are an important part of the organizations's targets.

Definitions:

Theory of Mind

The ability to attribute mental states—beliefs, intents, desires, emotions—to oneself and others.

Chimpanzees'

A species of great ape known for their intelligence, complex social behaviors, and ability to use tools, sharing about 98% of their DNA with humans.

Imprinting

A form of rapid learning that occurs during a critical period in early life, leading to long-term attachment and behavioral responses.

Cognitive Capacities

The range of mental abilities that encompass reasoning, memory, attention, and language and lead to consciousness and the ability to acquire knowledge.