In your service firm, you and your colleagues are always choosing between fully answering the consumer's questions and waiting on the next customer. The firm's standards are not clear on how they want you to perform. When asked, your boss answers "you make the decision." This is an example of which service-quality "gap"?

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The Answer of In your service firm, you and your colleagues are always choosing between fully answering the consumer's questions and waiting on the next customer. The firm's standards are not clear on how they want you to perform. When asked, your boss answers "you make the decision." This is an example of which service-quality "gap"?

In Your Service Firm, You and Your Colleagues Are Always