A study of airline, hotel, and restaurant interactions indicated which of the following problem areas?
A) Performance of the employee did not match the potential of the system.
B) Server expectations are greater than can be met.
C) Performance of the operation did not match the potential of the system.
D) Customer expectations are less than can be met.
E) All are problem areas except B.
Correct Answer:
Verified
Q1: _occurs when employees feel they cannot satisfy
Q2: What are the duties and responsibilities of
Q4: Why do gaps in service occur?
Q5: The most common method to gain customer
Q6: Employees will produce the service expected by
Q7: It can be difficult for an employee
Q8: _can result in a higher check as
Q9: _,_ , and _are ways to identify
Q10: By involving employees in setting service standards,
Q11: Which of the following describe the most
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