Imparting abilities and techniques that can be converted into action.

Which of the following is true for a "repurchase agreement"?

A) Long-term borrowing agreement B) Uses Bills as collateral for loan C) Borrows money from government D) Non-collateralized loan

In the customer support center where Carl works, employees are taught to make conversation to put customers at ease. As customers don't like being kept waiting, they must also try to minimize the time that customers spend waiting for service

Thus, when there are a number of customers lined up, Carl usually has to decide whether to answer a customer's questions in detail or move on quickly to the next customer. The firm's standards are not clear on how they want him to perform. When asked, his boss answers, "You make the decision." This is an example of which service-quality gap?