A Company Surveyed Both Its Customers and Its Senior Management

question 19

Multiple Choice

A company surveyed both its customers and its senior management about customer expectations.Senior management's perceptions of customer expectations did not match customers' actual expectations.This is an example of:

• A)A knowledge gap.
• B)A standards gap.
• C)A performance gap.
• D)A perception gap.

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Definitions:

Self-Actualization

The actualization or completion of someone's skills and potential, perceived as a fundamental aspiration or need in each individual.

Self-Transcendence

According to Maslow, the striving for identity, meaning, and purpose beyond the self.

Unconditional Positive Regard

The practice of valuing a person without conditions or judgment, often emphasized in humanistic psychology as essential for healthy self-esteem and personal growth.

Self-Esteem

An individual’s overall subjective emotional evaluation of their own worth.