Numbering systems are used with outlines, tables of contents, and headings to display

The ____________ is the difference between what senior management believes customers expect and customers' actual needs and expectations

a. delivery gap b. standards gap c. knowledge gap d. service quality gap e. communications gap

The most important criterion in determining whether conflict is functional or dysfunctional is:

A) group performance. B) overall morale. C) turnover rates. D) absenteeism levels.