Ordinarily, usage of trade would be the first source of interpretation of express terms in a written
contract for the sale of goods that are not clear on their face and must be interpreted.
Indicate whether the statement is true or false
TRUE
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A service firm communicating exactly what the customer can expect and what will happen if the company does not deliver on its promises will eliminate the gap between ________
A) established quality standards and service delivery B) established delivery standards and management perceptions C) service quality standards and consumer expectations D) consumer expectations and management perceptions E) needed service and expected service
Selective perception refers to:
A. The tendency to perceive one's direct supervisor as telling the truth B. The tendency to perceive information the way one wants to perceive it C. The tendency to perceive supervisors as "out to get me" D. The tendency to perceive selection processes as fair