In the customer support center where Carl works, employees are taught to make conversation to put customers at ease. As customers don't like being kept waiting, they must also try to minimize the time that customers spend waiting for service
Thus, when there are a number of customers lined up, Carl usually has to decide whether to answer a customer's questions in detail or move on quickly to the next customer. The firm's standards are not clear on how they want him to perform. When asked, his boss answers, "You make the decision." This is an example of which service-quality gap?
This is an example of a gap between the service-quality specifications and service delivery. Employees are held to conflicting standards, having to decide between taking time to listen to customers and serving them fast.
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Which of the following is an error made by commercial banks in 1920s that ?caused depositors to lose money and forced regulators to impose restrictions?
A. ?Banks sold securities in the primary market. B. ?Smaller banks merged to form larger banks. C. ?Banks issued loans to a number of firms that went bankrupt during the Great depression. D. ?Banks did not diversify their activities and were engaged only in banking activities.
Veronica is the supervisor of the recruiting department at Kintex Inc. She is currently in charge of filling a few high-demand positions at Kintex Inc. and is planning to poach talent from rival companies, luring their employees away with job benefits. Drew, the HR head of Kintex Inc., however, argues that Veronica's plan will not work. Which explanation is most likely to strengthen Drew's argument?
A. Kintex Inc. offers the candidates more vacation time than their current employer. B. Kintex Inc. offers the candidates better health insurance than their current employer. C. The candidates are looking for higher pay, not better benefits. D. The candidates have very low self-worth. E. Veronica assures the candidates that they will receive a company car.
Which of the following is an example of a split infinitive?
a. I plan to prepare the schedule shortly. b. The owner used to visit the store frequently. c. I plan to briefly summarize the report. d. The city used to have a limited number bus routes.
___________ is/are based on personality and values and is/are related to things that are lacking and are desired.
a. Motivation b. Needs c. Values d. Ethics