Match Each Term with the Correct Phrase Below

question 18

Multiple Choice

Match each term with the correct phrase below.
-Tracheostomy

• A)repair of a damaged trachea
• B)incision made over the larynx
• C)creation of an opening into the trachea
• D)establishment of an airway

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Definitions:

Delivery Gap

The difference between a company's service quality performance compared to customer service expectations.

Zone Of Tolerance

The area between customers’ expectations regarding their desired service and the minimum level of acceptable service—that is, the difference between what the customer really wants and what he or she will accept before going elsewhere.

Standards Gap

The difference between the quality standards set by a company for its products or services and the actual performance perceived by customers.

Communications Gap

A situation where there is a difference or conflict between the message sent and the message received, often leading to misunderstanding.