Examlex
In response chaining, can animals discover sequential patterns in rewards and respond appropriately? Discuss the research that supports your answer.
Knowledge Gap
A type of service gap; reflects the difference between customers’ expectations and the firm’s perception of those expectations.
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.
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