Whether a Deliberate Choice by a Leader, or Ostracized by the Organization

question 5

Multiple Choice

Whether a deliberate choice by a leader, or ostracized by the organization, __________ are sequestered from the rest of the company, often for security or intellectual reasons.

• A) surveying teams example--a company that takes customer votes on which products to be offered at retail)
• B) broadcasting teams example--an internal affairs department)
• C) x-teams - example--two market competitors teaming up to achieve a shared goal)
• D) insulating teams - example--the scientific team that developed the atomic bomb)

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Definitions:

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.