Solved

The Difference Between What a Guest Expects and What the Organization

Question 45

Multiple Choice

The difference between what a guest expects and what the organization delivers is known as a

A) service gap
B) service slack
C) service failure
D) service recovery

Related Questions

Q35: Today's "wow" is tomorrow's standard expectation for

Q36: A managerial task is to set employee

Q37: Vision + Skills + Incentives + Resources

Q38: The outstanding organizations are experienced enough to

Q39: It is important to motivate employees to

Q40: As service innovations are made to the

Q41: A particular challenge of the hospitality industry

Q42: Dominique Astor, a wealthy widow, visits the

Q43: Organizations can benefit from thinking of their

Q44: "The wait" is difficult to model and