Match the Following

question 60

Multiple Choice

Match the following.You may use a response once,more than once,or not at all.
-We want to improve on-time service by three percent in the next six months

• A)Goal specificity
• B)Goal difficulty
• C)Goal commitment
• D)Goal acceptance

---

Definitions:

Service Standards

Benchmarks for the quality of customer service that organizations aim to meet or exceed in their operations.

Communications Gap

A discrepancy that arises when the message intended by the sender differs significantly from what is understood by the receiver.

Customer Expectations

Refers to the set of beliefs or standards that consumers have regarding products, services, or brand experiences.

Service Gaps Model

A framework identifying discrepancies between customer expectations and the actual services received.