By setting appropriate service benchmarks and measuring service performance, firms can reduce the:
A)knowledge gap.
B)delivery gap.
C)zone of tolerance.
D)communication gap.
E)standards gap.

Question

Quizplus · Accepted Answer

Setting appropriate service benchmarks and measuring service performance helps reduce the standards gap, which is the difference between the firm's service standards and the actual service delivered.

By Setting Appropriate Service Benchmarks and Measuring Service Performance, Firms