Explain how the gap between service quality standards and customer expectations can occur. How can it be avoided?
What will be an ideal response?
This gap occurs when a company makes an exaggerated promise or does not accurately describe its service to customers. Service providers should communicate exactly what the customer can expect and what will happen if the company does not deliver on its promises.
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Answer the following statements true (T) or false (F)
1. Most people prefer to have a combination of a high level of skill and low level of challenge while at work. 2. Organizations can gain a competitive advantage by matching their competition in terms of quality, responsiveness, and efficiency. 3. The decline in revenue in the newspaper industry is due to a sharp drop in the number of people reading American newspapers. 4. When managing for competitive advantage, the first "law" of business is "take care of the shareholders."
Partners are permitted to sue the partnership or individual partners at law
Indicate whether the statement is true or false
Henry, a manager at Roberts Corp., recently illustrated ________ by promoting two employees because their performance had greatly improved.
A. aversive consequence B. groupthink C. the halo effect D. the glass ceiling E. positive reinforcement
A repayment plan case can be initiated by the conversion of a liquidation petition.?
Indicate whether the statement is true or false