A well-known airline company trains its employees to efficiently handle customer queries and provide service according to the guidelines set by the firm.The training strategy employed by the firm will help it reduce the gap.
A) knowledge
B) communion
C) communication
D) delivery
E) standards
Correct Answer:
Verified
Q20: Marketing a service is more challenging than
Q21: By setting appropriate service standards and measuring
Q22: An electronics retail chain allows its front-line
Q23: Which of the following service dimensions refers
Q26: By getting employees to meet or exceed
Q27: Kathryn gets a haircut only from Jane,
Q28: By being more realistic about the services
Q29: The dimension of reliability refers to the:
A)willingness
Q30: The standards gap differs from the communication
Q36: The delivery gap differs from the communication
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