A(n)________ Gap Exists When a Firm Knows What It Needs

question 79

Multiple Choice

A(n) ________ gap exists when a firm knows what it needs to do to meet customers' service expectations, but sometimes fails to do it.

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

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Definitions:

Mitosis

A type of cell division that results in two daughter cells each having the same number and kind of chromosomes as the parent nucleus, typical of ordinary tissue growth.

Consciousness

A state of awareness of one's self and the external environment.

Evolution

The process by which different kinds of living organisms are thought to have developed and diversified from earlier forms during the history of the earth.

Drive Theory

A theory of motivation that posits that people are driven to take certain actions in order to reduce the internal tension caused by unmet needs.