Special

Question 1

this control focuses on measurable results within an organization

Answer 1

output control

Question 2

this control focuses on controlling the actions that can lead to results

Answer 2

behavioural control

Question 3

it is defined as energizing, directing, and sustaining employee efforts.

Answer 3

motivation

Question 4

huge part of job satisfaction

Answer 4

determine level of intrinsic motivation

Question 5

the system that allows setting, measure, match, and tweak any business activities

Answer 5

control process

Question 6

essential part of management process

Answer 6

controlling

Question 7

can reveal inappopriate standards and the corrective action could involve change in original standards than the performance

Answer 7

control

Question 8

what is servqual model

Answer 8

framework for measuring service quality and customer satisfaction through 5 dimensions: reliability, responsiveness, assurance, tangibles, and empathy.

Question 9

framework for measuring service quality and customer satisfaction through 5 dimensions: reliability, responsiveness, assurance, tangibles, and empathy.

Answer 9

servqual model

Question 10

what is GAP model of service quality?

Answer 10

helps identify gaps between the perceived service and expected service

Question 11

five (5) gaps of service quality:

Answer 11

gap 1: customer expectation- management perception
gap 2: SQ specification- management perception
gap 3: SQ specification- service delivery
gap 4: service delivery- external communication
gap 5: expected service- experienced service

Question 12

this gap arises if management does not correctly analyze what the customer wants or needs. there is a lack of market segmentation and insufficient market research.

Answer 12

gap 1 (management perception- customer expectation)

Question 13

this gap arises when the management or service provider might correctly comprehend what the customer requires, but may not set a performance standard.

Answer 13

gap 2 (SQ specification- management perception)

Question 14

this gap may arise due to failure to match supply-demand. it can be due to inappropriate evaluation and compensation systems.

ineffective recruitment is the main cause of this gap.

Answer 14

gap 3 (SQ specification- service delivery)

Question 15

this gap arises when these assumed expectations are not fulfilled at the time of Delivery of Service.

Answer 15

gap 4 (external communication- service delivery)

Question 16

this gap arises when the consumer misunderstands the service quality.

Answer 16

gap 5 (experienced service- expected service)