What Is the Primary Cause of a Delivery Gap in Service

question 88

Multiple Choice

What is the primary cause of a delivery gap in service delivery?

• A) Managers set extremely specific service standards.
• B) Managers misinterpret customers' expectations.
• C) Service employees sometimes do not deliver according to standards.
• D) Firms make service promises they don't keep.
• E) Employees are allowed to make decisions about service delivery.

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Definitions:

Economist

A professional who studies the production, distribution, and consumption of goods and services, focusing on how economic agents behave and interact.

Government Intervention

Government intervention involves actions taken by a government to affect the economy, which can include regulations, subsidies, tariffs, and monetary policies.

Externality

A consequence of an economic activity that is experienced by unrelated third parties; it can be either positive or negative.

Efficient Allocation

An optimal distribution of resources in an economy where it is not possible to make someone better off without making someone else worse off.