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:

Inventory Accounts

Accounts used to track the quantity and value of products a company holds for the purpose of sale, broken down into categories like raw materials, work-in-progress, and finished goods.

Manufacturing Firm

A company that produces goods through the process of raw materials using labor and machinery.

Cost Accounting Systems

Methods and procedures used for collecting, classifying, summarizing, and analyzing a company's costs to help in budgeting, controlling, and decision-making.

Product Costs

Direct costs associated with the production of goods sold by a company, including direct materials, direct labor, and manufacturing overhead.