Firms Can Close the Knowledge Gap By

question 28

Multiple Choice

Firms can close the knowledge gap by:

• A)setting appropriate service standards and measuring service performance.
• B)getting employees to meet or exceed service standards.
• C)matching customer expectations with actual service through research.
• D)reducing service inconsistency through standardization and training.
• E)being more realistic about the services they provide and managing customer expectations effectively.

---

Definitions:

Assertive Communication

A communication style in which individuals express their needs and opinions in a direct, honest, and respectful way.

Advanced Stage Cancer

Advanced stage cancer refers to cancer that has spread from its original site to other parts of the body, making it more complex to treat.

Effective Oral Message

The transmission of information or intentions through spoken words in a clear, concise, and impactful manner to ensure understanding.

Congruent Nonverbal Cues

Nonverbal behaviors that match or are in harmony with the verbal message being communicated, enhancing understanding and trust.