If a Firm Promises More Than It Can Deliver

question 95

Multiple Choice

If a firm promises more than it can deliver,

• A)it has created an empowerment gap.
• B)consumers will have a knowledge gap.
• C)it creates a communication gap.
• D)it needs to enact a voice-of-customer program.
• E)perishability becomes a problem.

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Definitions:

Type A Personality

A temperament characterized by high levels of competitiveness, self-imposed stress, impatience, and aggressiveness.

Emotion-Focused Coping

A type of coping in which people try to prevent having an emotional response to a stressor.

Hardiness

A personality characteristic that involves a sense of control, commitment, and the ability to embrace challenge as an opportunity for growth.

Chronic Stress

A consistent sense of feeling pressured and overwhelmed over a long period of time.