A __________ Gap Exists When a Firm Knows What They

question 87

Multiple Choice

A __________ gap exists when a firm knows what they need to do to meet customers' service expectations but sometimes fails to do it.

• A) knowledge
• B) quality
• C) standards
• D) empowerment
• E) delivery

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Definitions:

Authorization Cards

Documents signed by employees expressing the desire to be represented by a union in collective bargaining.

Bargaining Unit

A group of employees with a clear and identifiable community of interests, represented by a union in dealing with their employer over labor issues.

Representation Election

A process in which workers vote to decide whether they want to be represented by a union in dealings with their employer.

Perceived Costs

The costs that a consumer or purchaser believes they will incur in the process of obtaining or using a product or service.