The ________ gap can be closed by getting employees to meet or exceed service standards when the service is being delivered by empowering service providers, providing support and incentives, and using technology where appropriate.
A)communications
B)knowledge
C)standards
D)delivery
E)acceptance

Question

Quizplus · Accepted Answer

The question is referring to the gap between what is promised and what is actually delivered in terms of service. The key to closing this gap is through the delivery of service, which is why choice D ("delivery") is the best option.

The ________ Gap Can Be Closed by Getting Employees to Meet