Firms Can Close the __________ Gap by Matching Customer Expectations

question 83

Multiple Choice

Firms can close the __________ gap by matching customer expectations with actual service through research.

• A) seniority
• B) knowledge
• C) standards
• D) delivery
• E) communication

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Definitions:

Attitude Strength

The durability and impact of an attitude on behavior and thoughts, with stronger attitudes being more consistent, resistant to change, and predictive of behavior.

Cognitive Dissonance

The mental discomfort experienced by an individual who holds two or more contradictory beliefs, ideas, or values simultaneously.

Subjective Norm

The perceived social pressure to engage or not engage in a particular behavior, based on the individual's belief about what important others think they should do.

Belief Hypocrisy

The condition of holding beliefs that one's own behavior does not conform to, often leading to cognitive dissonance when recognized.