When Employees Are Not Delivering Customer Service at the Level

question 81

Multiple Choice

When employees are not delivering customer service at the level specified by their employer there is a gap between ________.

• A)consumer expectations and management perceptions
• B)management perceptions and quality standards set by the firm
• C)established quality standards and service delivery
• D)service quality standards and consumer expectations
• E)expected services and perceived services

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Definitions:

Advisory Teams

Groups formed to provide expert advice and guidance on specific matters, leveraging specialized knowledge to inform decision-making.

Mental Models

Internal representations of reality that people use to understand and interact with the world around them.

Transactive Memory Systems

A shared system for encoding, storing, and retrieving information within a group, enhancing collaborative efficiency.

Interdependence

A mutual reliance between groups or individuals, where each party depends on the others for success, survival, or well-being.