Solution $/$ Delivery Gap Solution $/$ Knowledge Gap Example $/$ Knowledge Gap Example $/$ Delivery Gap Solution $/$ Communication Gap Example $/$ Communication Gap Example $/$ Standards Gap Solution $/$ Standards Gap

Match each of the options above to the items below.

The company offers a monthly family movie night for its residents. However, most residents are young singles$.$ They are not interested in family movie night.

The company offers lawn care services for tenants. Lawns are to be landscaped by Monday afternoon, but the employees tend to address all other matters first, and lawn care is never completed on time.

A resident contacts the company about a busted sink. The service rep has to get approval from the manager before ordering supplies and fixing the sink. A week later the sink is repaired.

The company offers its tenants a monetary incentive for any new tenants they bring in$.$ The company later announces that only the first five tenants to do so will receive any money.

The company needs to understand what customers' expectations are. An apartment complex with mostly singles may not be looking for a family movie night.

To maintain high service standards, firms should ensure that employees are trained well and understand service goals such as what tasks must be completed on Mondays.

Empowering employees may mean allowing them to make decisions about how services are provided to customers. Services such as maintenance can be delivered more quickly.

Overpromising occurs when a firm cannot meet the claims that it makes. The rental company should explain its incentives more clearly or find a more affordable way to provide an incentive to tenants.