Which of the following reflect(s) the relatively minor routine demands that get in the way of accomplishing the things that we really want to accomplish?

When employees are not delivering customer service at the level specified by their employer, there is a gap between ________

A) consumer expectations and management perceptions B) management perceptions and quality standards set by the firm C) established quality standards and service delivery D) expected services and needed services E) service quality standards and consumer expectations

A physical system description depicts ________ the system operaters, while a logical system description depicts ________ the system does

A) how; what B) how; why C) what; how D) why; what