INSTRUCTIONS: Choose the Word or Phrase in [ ] Which

question 142

Multiple Choice

INSTRUCTIONS: Choose the word or phrase in [ ] which will correctly complete the statement. Select
-The first step in financial planning is to [define financial goals | set up a budget.]

• A)for the first item
• B)for the second item
• C)if neither item will correctly complete the statement.

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Definitions:

Service Quality Standards

Benchmarks established to ensure services meet customer expectations and requirements, fostering customer satisfaction and loyalty.

Delivery Gap

A discrepancy between a company's service delivery standards and the actual service delivered, often leading to customer dissatisfaction.

Positive Word of Mouth

The spread of favorable information and recommendations about a product, service, or brand through conversations among consumers.

Empowerment Gap

The difference between what customers expect in terms of control and influence over a service, and what they perceive they actually receive.