Question: A negative gap between nearly always points to management and employees simply not getting the job done. This could be due to standards, poor training,

A negative gap between nearly always points to management and employees simply not getting the job done. This could be due to standards, poor training, or ineffective monitoring by management.

Multiple Choice

actual service delivery and what the firm communicates it delivers

actual service quality specifications and actual service delivery

management's perception of customer service expectations and actual service quality specifications developed

perceived service by customers and actual customer expectations of service

management's perceptions of customer service expectations and actual customer expectations of service

A negative gap between nearly always points to management and employees

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