When employees are not delivering customer service at the level specified by their employer, there is a gap between ________
A) consumer expectations and management perceptions
B) management perceptions and quality standards set by the firm
C) established quality standards and service delivery
D) expected services and needed services
E) service quality standards and consumer expectations
C
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A comparison of a company's performance with that of its own past results is known as
A) common-size analysis. B) intercompany analysis. C) ratio analysis. D) intracompany analysis.
L & M loaned Joan $400 so that she could buy her textbooks for the current semester. L & M's terms for repayment of the loan (including interest) are, $200 in two months, $200 in four months, and another $100 at the end of the fifth month. The legal maximum rate of interest on this type of loan is six percent per annum. L & M's loan is usurious
a. True b. False Indicate whether the statement is true or false
The duty of fair representation created by the NLRA requires that A)a union treat all members fairly, impartially and in good faith
B)a union must pursue any member's grievance against the employer. C)an employer, in communications with employees during a union organizing effort, must fairly represent the effects it believes a union will have on the company. D)the NLRB certify only proposed bargaining units that it thinks the union can properly represent.
Infrared LANs are an economic alternative to spread spectrum
LANs. Indicate whether the statement is true or false