A software company's management did not respond though they knew that computer software customers want quick response to phone calls. Identify the type of gap that has occurred here
A) the gap between customers' expectations and management perceptions
B) the gap between management's perceptions and service quality specifications
C) the gap between service quality specifications and service delivery
D) the gap between service delivery and external communications
B
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What will be an ideal response?
New Wave Music Company has decided to switch to an industry specialization structure. Which of the following advantages is the company now LEAST likely to enjoy?
A) The company can become more customer-focused. B) The company can build closer relationships with important customers. C) The company can better serve different industries. D) The company can better serve its major customers. E) The company can expect salespeople to develop in-depth knowledge of complex product lines.