Employee willingness to perform and employee-job fit are directly related to which of the following service quality gaps?
A) knowledge gap
B) standards gap
C) delivery gap
D) communications gap
E) service gap
Correct Answer:
Verified
Q1: All of the following are part of
Q2: A hotel may feel that its customers
Q4: _ is an attitude formed by a
Q5: Management's inability to translate what consumers want
Q6: Understanding the customer is a critical step
Q7: The distance between a customer's expectations of
Q8: As a service organization's hierarchy becomes more
Q9: The difference between what management perceives consumers
Q10: The _ gap is the difference between
Q11: _ is a short-term,transaction-specific measure.
A)Customer satisfaction
B)Focus group
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