Provider ________ is the discrepancy between the development of customer-driven service standards and actual service performance by company employees.
A. Gap 1
B. Gap 2
C. Gap 3
D. Gap 4
Answer: C
You might also like to view...
In terms of job dissatisfaction, an employee who calls in sick or arrives to work late is engaging in
A. behavior change. B. physical job withdrawal. C. benchmarking. D. emotional withdrawal. E. whistle-blowing.
What is a behavioral theory of leadership? Choose one of the behavioral leadership theories and explain it. Then, choose a leader and characterize the leadership style you think that person exhibits according to your chosen theory.
What will be an ideal response?
When you strongly care only about the outcome of a negotiation, and not the relationship, should you use an agent, or attempt negotiations on your own?
What will be an ideal response?
In Booms and Bitner's 7 Ps of the marketing mix, physical evidence refers to which of the following?
A) the product image B) packaging and design C) the environment in which the service is delivered D) the way in which the customer uses the product or service E) the way the service is delivered