A ________ Gap Reflects the Difference Between Customers' Expectations and the Firm's

question 37

Multiple Choice

A ________ gap reflects the difference between customers' expectations and the firm's perception of those customer expectations.

• A)seniority
• B)knowledge
• C)standards
• D)delivery
• E)communication

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Definitions:

Imitate Aggressive

The action of copying aggressive behaviors seen in others, often learned through observation.

Locus of Control

A psychological concept that refers to how strongly individuals believe they have control over the situations and experiences that affect their lives.

Internals and Externals

A concept in psychology contrasting people who attribute outcomes to their own control (internals) versus those who attribute outcomes to external sources (externals).

Personal Achievement

A feeling of pride and satisfaction that comes from achieving personal goals, regardless of the recognition received from others.