Author Question: Praising an employee after he/she handles a customer complaint well is an example of the ... (Read 93 times)

Destiiny22 · **on:** Aug 10, 2018

Praising an employee after he/she handles a customer complaint well is an example of the ____________ theory.

Fill in the blank(s) with correct word

Question 2

Identify three of the four gaps that occur when customers are dissatisfied with service. Suggest ways to close these gaps.

What will be an ideal response?

welcom1000 · **Reply #1 on:** Aug 10, 2018

Answer to Question 1

Reinforcement

Answer to Question 2

Answer should include three of the following:
a. Gap 1: Lack of Knowledge management does not know what the guest expects. Ways to close the gap include marketing research orientation, interaction with customers, upward communication, and reduction in the levels of management.
b. Gap 2: Lack of Standards management is not willing or able to put systems in place to match or exceed guest expectations. Ways to close the gap include commitment to setting goals that are designed to meet customer expectations. These goals must be specific, accepted by employees, cover important job dimensions, measured and reviewed with appropriate feedback, and challenging but realistic.
c. Gap 3: Lack of Performance employees are unable or unwilling to perform the desired service at the desired level. Ways to close the gap include information and training, satisfying demands, employee-job fit, technology-job fit, supervisory control, employee control, and teamwork.
d. Gap 4: Promising Too Much promises do not match delivery. Ways to close the gap include making realistic and consistent promises, getting employees involved in marketing decisions, showing employees advertisements that guests are exposed to, and knowing what the customers are being promised.