Recently,a high level manager at Black Stump Tours noted a rise in customer dissatisfaction complaints.This rise is inconsistent with Black Stump's goals in this area.This manager has identified a(n):
A) performance gap
B) critical incident
C) behavioural occurrence
D) environmental opportunity
E) SWOT analysis.

Question

Quizplus · Accepted Answer

A performance gap refers to the difference between the expected performance and the actual performance. In this case, the rise in customer dissatisfaction complaints is inconsistent with Black Stump's goals, indicating a performance gap.

Recently,a High Level Manager at Black Stump Tours Noted a Rise