If There Is a Difference Between the Firm's Perceptions of Customers

question 74

Multiple Choice

If there is a difference between the firm's perceptions of customers' expectations and the service standards the firm has set, a ________ gap exists.

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

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Definitions:

Secondary Reinforcement

A form of reinforcement where a stimulus gains its reinforcing power through its association with a primary reinforcer.

Delayed Reinforcement

A tactic in which a reward or punishment is given after a time delay, following the behavior it is meant to encourage or discourage.

Spontaneous Recovery

The reappearance of a previously extinguished response after a pause.

Operant Conditioning

A method of learning that employs rewards and punishments for behavior, which affects the likelihood of that behavior being repeated.